Service Level Agreement

Definition:

A catastrophic problem that severely impacts Customer’s ability to conduct business. This may mean that the Customer’s systems and/or the Product are down or not functioning and no procedural workaround exists.

Sinefa Response:

Sinefa to initially respond within one (1) hour following receipt of a call or trouble report for Support. The objective is to restore Customer’s capacity to remain productive and maintain necessary business-level operations affected by the problem within 24 hours and to downgrade the problem severity accordingly.

Efforts to isolate, diagnose, and deliver a workaround or repair will be continuous. When the severity level has been changed to “Priority 2” or “Priority 3,” the appropriate service levels will be followed.

Definition:

A high-impact problem in which Customer’s operation is disrupted but there is capacity to remain productive and maintain necessary business-level operations. The problem may require that a fix be installed on the Customer’s system prior to the next planned commercial release of the applicable Product software.

Sinefa Response:

Sinefa to initially respond within four (4) hours following receipt of a call or trouble report for Support.

Efforts to isolate, diagnose, and deliver a workaround or repair will be continuous during Sinefa’s business hours.

Definition:

A medium-to-low impact problem that involves partial loss of non-critical functionality. The problem impairs some operations but allows Customer to continue to function.
This may be a minor issue with limited loss or no loss of functionality or impact to Customer’s operation.

Sinefa Response:

Sinefa to initially respond within eight (8) hours following the receipt of a call or trouble report for Support.

Responsive action will be reasonably appropriate to the nature of the problem.

Definition:

Minor problems and all other errors. This includes documentation errors. The inconvenience is slight and can be tolerated.

Sinefa Response:

Sinefa shall initially respond within the next business day following the receipt of a call or trouble report for Support during Sinefa’s normal business hours, or within two business days for a call or trouble report received outside of Sinefa’s normal business hours.