Service Level Agreement Software Muster

Page 1 of 9 tegos Support Content 1 Contact. 2 2 tegos Support Ticketing System. 2 3 Support Knowledge Database. 6 4 error classes. 65 Error handling. 76 service level. 8 7 Climbing. 3 – 3 – 4. Diagnostic analysis of the disturbance and its causes (e.g.b by reproducing the disorder in different environments) 5. Research and implementation, if necessary, of a solution For the malfunction, a solution is sought and, if necessary, implemented in the system environment Priority determination 3 different priority levels are distinguished. Priority Description Action 1 (Critical One or more of the following cases settled in: Incident) Productive data/information has been destroyed or lost. Actions lead to incorrect results, with direct consequences for the customer organization`s business processes.

One or more of the components do not work and the disturbances cause severe interruptions 2 (Fault to be tolerated temporarily) 3 (improvement). The disruption has no direct critical consequences, but productivity is hampered by limited system functionality. The defect does not belong to category 1 or 2, but: the customer wants an extension or modification of the functions. Response time for priorities 1-3 Response time Priority 1 During the uptime, the response time is X minutes, the response time is X hours. / 4 2 Disturbances caused by components outside the responsibility of X-GmbH – abuse of the software by the customer in rounded minutes. Downtime (= AZ) is the period during which the offer is not available due to disruptions attributable to X-GmbH in rounded minutes. The maximum monthly availability (= Vmax) is: x days multiplied by x hours, minus the deduction time. The parties agree on a minimum availability (=Vmin) of 99.x % calculated according to the formula: (Vmax AZ) x 100: Vmax IV. Support The support hotline is available to customers at least from Monday Friday from 09:00-20:00 TIME FROM HERE (except national holidays).

V. Maintenance X-GmbH provides contractual maintenance services to hardware, software and network components, preferably between 3:00 a.m. and 7:00 a.m. VI. Failure Management Disruptions are recorded and addressed as follows. Step Description 1. Message The message by the customer`s administrator is made by indicating information as complete as possible, in particular: Specification of the disturbance, in particular the time of the malfunction, application environment and situation, frequency of the problem, error messages, type and version of the Internet browser used, user ID, priority level…