Service Level Agreement Defect

Lowest (only information) – ThinkTilt can assign this level when a customer asks for information about our applications, but the app works as expected. The company`s computing centers are located in Ireland with Amazon Web Services. The company reserves the right to modify the computing centers over the lifetime, provided that each new data center offers at least the same level of services and security as the current computational center. For more information on the security and infrastructure services provided, check out Amazon Web Service documentation. Define carefully. A supplier can optimize ALS definitions to ensure they are met. For example, the Incident Response Time measure is designed to ensure that the provider corrects an incident within a minimum of minutes. However, some providers can complete ALS 100% by providing an automated response to an incident report. Customers should clearly define ALS so that they represent the intent of the level of service. Service elements include the specifics of the services provided (and what is excluded if in doubt), the conditions of availability of services, standards as well as slots for each level.

B service (e.g., prime time and non-prime time) may have different levels of service, responsibilities of each party, escalating procedures and compromise costs/services. Support on the second level. In the event that the customer is unable to respond to a request or problem for licensed users in the first place, the Help Desk customer orders the Help Desk Client to contact the OIQ support service directly to provide second-level support. Customer Help Desk remains the direct interface with this licensed user regarding such a request or problem. The customer must immediately provide all available information to oIQ and appropriate assistance regarding reported problems or other customer issues, which are addressed to OIQ for solution. Support on the second level. The OIQ is responsible for all the second-level support. The OIQ must provide technical assistance and maintenance services (as described below) and implement and maintain a process of communication of problems and solutions (as described below).

Service problems. The client will make reasonable economic efforts to report any problems in accordance with the categories and descriptions listed at the priority level and must act reasonably. A problem is considered to be reported at the time this problem is first reported to the OIQ helpdesk. The customer orders the Help Desk Client to report to the OIQ Help Desk any software issues exactly in accordance with the following priority policies: Support services include service and customer platform maintenance, including corrective maintenance and improvements, as well as after-sales service for the solutions and customer platform, as described below. The volume of support services maintenance and support services are not provided for any questions arising from: (i) changes, modifications or configurations of services by the customer or by a third party who has not received written permission from the entity; and/or (ii) technology or IPRs that were not provided by the company under the agreement.