Service Definitions


Different severity levels describe how urgent a support request is:

The client acknowledges that not all Level 3 or Level 4 problems will require a workaround. CloudAfrica may, in its reasonable discretion, respond to a Level 3 or Level 4 problem by making the Error a feature request. CloudAfrica will keep a full list of feature requests in a client road map, and prioritize development according to the client’s requirements.
Feature development is outside the scope of this agreement.

Priority

Ticket Response Time

Ticket Resolution Time

Continuous Communication

Urgent

30 mins

Immediately

Every 30 mins

High

Less than 2 hours

Less than 1 day

Every day

Medium

Less than 1 day

Less than 1 week

N/A

Low

Less than 1 day

Less than 2 weeks

N/A

Support Logging

Customers may log all faults via e-mail, or telephone in the case of emergencies. A support ticket will be generated from an email, or a support agent logging a fault. First-line support will be responsible for monitoring all tickets logged, and assigning an appropriate status and resource to them.

In the event of an emergency, the support agent is expected to log a ticket immediately upon receiving an emergency call. They will then follow the emergency procedure, to the point that either the issue is resolved, or the issue needs to be escalated by the support team. Front-line support may not escalate the issue until each step in the support procedure guide has been checked.

If the issue needs to be escalated the second-line support agent is expected to act on the incident immediately, and the front-line support agent is expected to contact the customer to communicate that the issue has been escalated.

Throughout the process of resolving a ticket, the customer must be updated at the following milestones: