Service Level Agreement (SLA)
- Ilona Belevica
- Bernhard Hafting
A service-level agreement (SLA) is a commitment between a service provider and the end user, here qualified as Dataloy Systems AS and the customers. On the SLA, particular aspects of the service – quality, availability, responsibilities – are agreed between the parties, as follows:
Dataloy Service Desk/ Support Hours
Support hours follow business hours with exception to Severity 1 incidents, which are handled 24/7 the whole year around.
For Severity 1 incidents both during and outside of business hours, register the support request at the Dataloy Service Desk and contact Dataloy support at +47 55 36 03 00.
Support Level Definitions
Upon registering a Support Request at the Dataloy Service Desk the end user will be asked, amongst other information, to choose the Severity level. NB! SLA applies to cases marked as Support Request only.
The severity level definitions are as such :
Severity Level | Description of Severity Level |
|---|---|
Severity 1 | A Severity 1 issue is a catastrophic production problem within Dataloy Systems software that severely impacts the customer's production systems or in which customer's production systems are down or not functioning, there is a loss of production data and no work around exists. |
Severity 2 | A Severity 2 issue is a problem within the Dataloy software where the customer’s system is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of the customer's business operations and productivity. The system is exposed to potential loss or interruption of service. |
Severity 3 | A Severity 3 issue is a medium-to-low impact problem that involves partial, non-critical functionality loss. The issue impairs some operations but allows the customer to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the customer's operation and issues in which there is an easy circumvention or avoidance by the End User. |
Severity 4 | A Severity 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Dataloy software works without any functional limitation. |
Response Times
Severity Level | Initial Response Time | Follow-up Response Time |
|---|---|---|
Severity 1 | 1 hour | 4 hours |
Severity 2 | 2 business hours | 1 business day (8 business hours) |
Severity 3 | 4 business hours | 2 business days (16 business hours) |
Severity 4 | 4 business hours | 5 business days (40 business hours) |
Initial Response Time
The maximum amount of time between when a case is logged and is acknowledged and assigned to a Dataloy Support Agent.
Follow-up Response Time
The maximum amount of time between communications on an existing open case that has the status In Progress.
Business Hours
Monday - Friday 08-16 GMT+1 (except Norwegian public holidays).
Support Channel
All support enquiries must be registered at the Dataloy Service Desk and followed up accordingly, as described at Dataloy Support Process.