Definition of SLA Support Item:
A) Support Duration: means the availability of CSG 1st and 2nd Line Support dedicated team to respond to partners and clients support tickets.
B) Maximum Recovery Time: means the time that client should expect their VM holding their application to come back to operation after an unprecedented shut down or breakdown in the Cloud Server/VM.
C) Customer Support Response Time: mean the time expected to respond back to partners and clients with a “resolution” on the reported/submitted customer issue/support request ticket.
SLA Types:
SLA Bronze
| Support Item | SLA Bronze - Standard |
|---|
| Support Duration = 8 Hours per day – 5 Days a week | √ |
| Maximum Recovery Time in case of Server Breakdown = Within 8 Hours from Breakdown Incident start | √ |
| Customer Support Response Time = Within 4 Hours from time of receiving Customer Support Request Ticket | √ |
SLA Silver
| Support Item | SLA Silver - Standard |
|---|
| Support Duration = 16 Hours per day – 5 Days a week | √ |
| Maximum Recovery Time in case of Server Breakdown = Within 4 Hours from Breakdown Incident start | √ |
| Customer Support Response Time = Within 2 Hours from time of receiving Customer Support Request Ticket | √ |
SLA Gold
| Support Item | SLA Gold - Standard |
|---|
| Support Duration = 24 Hours per day – 7 Days a week (24/7) | √ |
| Maximum Recovery Time in case of Server Breakdown = Within 2 Hours from Breakdown Incident start | √ |
| Customer Support Response Time = Within 1 Hours from time of receiving Customer Support Request Ticket | √ |