Synergetic Support Reponse SLA's

Modified on Mon, 16 Mar at 5:23 AM

Urgency Level 1	Level 1 - a module or modules have failed causing a severe disruption to operations critical to the daily business of the Client and no immediate workaround is available.
Client Responsibility	Make a reasonable effort to determine that a Level 1 Urgency issue exists and try to determine if a workaround is available. Ensure that the Level 1 Urgency issue is clearly communicated to the Synergetic Support desk by: Endeavouring to speak directly with an agent on the Synergetic Support Desk. If the call is put through to Voicemail leave an appropriate message and create a ticket in the Customer Portal and include ”URGENT" in the subject line or body of the ticket, Mark it as 'Highest' or 'High' severity and provide sufficient detail to communicate what in Synergetic has failed and why such failure is severely disrupting operations critical to the Client's daily business. Follow-up if a response has not been received within one (1) hour to ensure that Synergetic is aware of the Level 1 Urgency issue.
Synergetic Response	As soon as Synergetic has determined that the Client has reported a Level 1 Urgency issue it will email the Client confirming that it is aware of the issue. The Response target is one (1) hour (during support hours only). Synergetic will assess the issue, seeking further information if necessary to confirm that the issue is a Level 1 issue. If there is disagreement the Synergetic Support Manager will liaise with the Client’s System Administrator. Synergetic will apply dedicated and appropriate resource(s) to providing a solution or workaround on an ongoing basis during Business Hours with a Resolution target of providing a solution within twenty four (24) Business Hours of Synergetic being reasonably able to determine that the issue is of level 1 urgency.
Urgency Level 2	Level 2 - Major functionality is severely impaired. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. A major milestone is at risk. A temporary workaround is not available.
Client Responsibility	Same as Level 1 except note that response target is four (4) hours.
Synergetic Response & Resolution Target	Response target – four (4) hours, Resolution target – three (3) business days. Other aspects the same as for Level1.
Urgency Level 3	Level 3 - Partial, non-critical loss of functionality of the software. Impaired operations of some components, but allows the user to continue using the software. Minor immediate impact on day-to-day business
Client Responsibility	Email or phone (including voicemail).
Synergetic Response & Resolution Target	Initial response within two (2) business days. Resolution target as soon as reasonably practicable
Urgency Level 4	Level 4 - Minor fault/query/request – negligible impact on day to day business - resolution not required in the immediate future.
Client Responsibility	Email or phone (including voicemail).
Synergetic Response & Resolution Target	Response target within ten (10) Business Days. Resolution target as soon as reasonably practicable. If the issue will affect a reasonable number of Synergetic clients or Synergetic believes that the requested/associated enhancement is suitable for inclusion of the software then Synergetic will do one of the following at its discretion: develop a fix to be applied to current version, schedule the fix/development for the next major upgrade, or record it for development in the future. Synergetic may determine that no action will be taken and inform the client by email that the issue is closed.

Synergetic Support Service Level Agreement