SERVICE LEVEL AGREEMENT (SLA)

 

The response time for technical issues will be defined according to the level of the technical problem.

 

LEVEL I

 

Tier I technical issues are situations and cases with little or no impact on the functionality of the service.

 

Maximum response time: 8 hours after opening a ticket via call.

Maximum resolution period: 72 hours after opening a ticket via call.

 

LEVEL II

 

Level II technical problems are situations and cases of partial impact on the functionalities of the service.

 

Maximum response time: 4 hours after opening a ticket through a call.

Maximum resolution period: 24 hours after opening a ticket through a call.

 

LEVEL III

 

Level III technical problems are situations and cases of complete impact on the functionalities of the service.

 

Maximum response time: 2 hours after opening a ticket through a call.

Maximum resolution period: 4 hours after opening a ticket through a call.

 

The Service Level Agreement (SLA) terms are considered during business hours within the service hours stipulated in the service contract.