Support Service Level Agreement

Modified on Mon, 9 Mar at 1:40 AM

Priority Levels

The Priority Level of a case will be determined by our dedicated Education Horizons Support team following a thorough review by a Specialist. We carefully consider the information you provide when raising your case in order to assign the most suitable Priority Level. It's important to note that the Priority Level may be subject to change as we gather additional information or implement effective workarounds.

The criteria by which Education Horizons Support will allocate Priority Levels is as follows:

Priority Level	Definition
1	Interruption making a critical function inaccessible, and/or causing a severe impact on services availability/ and financial implications. There is no immediate workaround.
2	Critical functionality interrupted, degraded or unusable, having a severe impact on services availability. No acceptable workaround is possible.
3	Non-critical function or procedure, interrupted, degraded or unusable with no direct impact on services availability. An acceptable workaround is available.
4	Non - critical function or procedure, usable where no direct impact on services availability. A workaround is available. All requests for help.

Service Levels

Education Horizons Support will attempt to resolve issues with the Solution in accordance with the following Service Levels, which begin at the time the issue is reported to the Education Horizons helpdesk by the required means set out below.

Severity Level	SLA Target response time	Target resolution time
1	1 hour*	Within 24 hours*
2	4 hours*	Within 3 Business Days
3	Within 2 Business Days	As soon as reasonably practicable. Subject to section 'Severity Level 3 or 4' below
4	Within 10 Business Days	As soon as reasonably practicable. Subject to section 'Severity Level 3 or 4' below

* During Support Hours

Severity Level 3 or 4

If the issue principally affects the Client only, resolution of the issue may require Configuration Services to be provided; and Education Horizons Services may determine that no action will be taken and inform the Client by email that the issue is closed.

Examples

Priority: 1

All users cannot log in to system due to SSL certificate expiry
Users cannot access product
HDD space is full on hosting server
Ransomware attack
Absence notifications not sending or being received
Critical export data due (penalties apply)
Timeout error, unable to proceed, unable to complete critical task
Unable to complete a pay run, due immediately
Unable to complete a critical process due to an error message dialogue box

Priority: 2

Unable to complete pay run, due in a week+
Unable to access one product but can use another temporarily to complete task
Timeout error, able to proceed
Unable to complete a non-critical process due to an error message dialogue box

Priority: 3

Unable to complete a process due to an information dialogue box
Unable to calculate student results. Currently not time critical
Unable to upload student documents/photos

Priority: 4

Request for a change to the product
Upgrade request
Training
Supported Users update
Server Migration
Report request (non-urgent/critical)