Which SLAs do we Support and How?

Service level definitions and customer response levels are key to friction-free experience in support situations.

The Semos Cloud enterprise support provides foundational engagement support with focus on customer empowerment, collaboration and issue resolution.

We also respond to submitted support cases (also referred to as “case”, “incident”, or “issue”) as described in the table below:

Priority

Definition

Response Level

Very High: An incident should be categorized with the priority "very high" if the problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed. This is generally caused by the following circumstances:

A productive service is completely down.
The imminent system Go-Live or upgrade of a production system cannot be completed.
The customer's core business processes are seriously affected.

A workaround is not available for each circumstance.

The incident requires immediate processing because the malfunction may cause serious losses.

Initial Response: Within one hour of case submission.

Ongoing Communication: Unless otherwise communicated by SEMOS Support, once every hour.

Resolution Target: SEMOS to provide for issues either a (i) resolution, or (ii) workaround or (iii) action plan within four hours. SEMOS will work continuously on a 24/7 basis until a resolution or workaround is achieved.

High: An incident should be categorized with the priority "high" if normal business processes are seriously affected.

Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the SEMOS service that are required immediately. The incident is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow.

Initial Response: Within four hours of case submission for SEMOS

Ongoing Communication: Unless otherwise communicated by SEMOS Support, once every six hours.

Resolution Target: SEMOS to provide for issues either a (i) resolution, or (ii) workaround or (iii) action plan within three business days for SEMOS. SEMOS will work continuously on a 24/7 basis until a resolution or workaround is achieved.

Medium: An incident should be categorized with the priority "medium" if normal business processes are affected.

The problem is caused by incorrect or inoperable functions in the SEMOS service.

Initial Response: Within one business day of case submission for SEMOS

Ongoing Communication: Unless otherwise communicated by SEMOS Support, once every three business days for Non-Defect Issues and ten business days for product defect issues.

Low: An incident should be categorized with the priority "low" if the problem has little or no effect on normal business processes.

The problem is caused by incorrect or inoperable functions in the SEMOS service that are not required daily or are rarely used.

Initial Response: Within two business days of case submission for SEMOS

Ongoing Communication: Unless otherwise communicated by SEMOS Support, once every week.

If this article left your questions unanswered, please submit a Support Form, and we can clarify this topic.