POLICIES, AGREEMENTS AND CONDITIONS
CONTACT INFORMATION
Monday to Friday from 8AM to 6PM Cra 57 # 99A – 65 Office 311
Torre Sur – Torres del Atlántico
Barranquilla, Colombia
Service Level Agreements (SLA)
- LAST UPDATE DATE: 15 January 2024
Severity is defined as the impact an incident has on a client’s ability to develop their business. Support service priorities depend on the severity levels assigned to an incident by the Sagicc customer service desk. Priority is defined as the level of importance and is used to give weight to an incident when defining the level of severity.
Sagicc’s support and customer service desk orders incidents based on severity level:
| Severity | Definition | |||
|---|---|---|---|---|
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1. Critical Impact |
The customer experiences a severe problem that results in disabling the performance of a critical function of their business. You cannot work on the platform. |
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2. High Impact |
The client has the ability to perform his or her duties but performance is degraded or severely limited. |
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3. Medium Impact |
The client's ability to perform his or her duties is not affected, but non-critical functions or procedures cannot be done or are difficult to do. You can work. |
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4. Low Impact |
Sagicc is available and operational; there is a trivial impact on the operation of the client's business, or the client requires information or assistance in the use of Sagicc or in its configuration. |
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The characteristics in the table above are used to identify the severity of the client’s incident. The severity level of a case may be mutually determined by both TechniSupport SAS and the client during the resolution process, but TechniSupport SAS will have final authority for severity designation.
Response Times
Initial Response Time: All initial response times apply to business hours between Monday to Friday, 8:00 AM to 6:00 PM, customer’s local time. Incidents with severity 1 or critical are supported and resolved 7x24x365.
Note: Bugs that cannot be resolved quickly will be escalated to future investigations and analysis.
| Severity | Definition | |||
|---|---|---|---|---|
|
1. Critical Impact |
60 minutes |
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2. High Impact |
1 business day by email |
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3. Medium Impact |
2 business days by email |
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4. Low Impact |
2 business days by email |
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Time for Service Restoration and Incident Resolution: The objective of Sagicc’s support and customer service desk is to restore functionalities as quickly as possible.
Restoration Time: It is the amount of time during which a client is impacted in its operation until its functionalities are restored. This target restoration time will depend on the severity of the incident.
Incident Resolution Time: It is the time it takes to solve the root cause of an incident.
Objective Restoration Times: The Sagicc customer service desk aims to restore the service of incidents between the following times.
| Severity | Definition | |||
|---|---|---|---|---|
|
1. Critical Impact |
4 hours |
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2. High Impact |
2 business days |
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3. Medium Impact |
5 business days |
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4. Low Impact |
N/A |
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