Service Level Agreements

Service Definitions


Different severity levels describe how urgent a support request is:

  • Level 1 (Emergency): A production problem that may severely impact the client’s production systems, or in which the client’s production systems are down or not functioning; loss of production data or uptime, and no procedural workaround exists.
  • Level 2 (Urgent): A problem where the client’s system is functioning but in a severely reduced capacity. The situation is causing a significant impact on portions of the client’s business operations and productivity. The system is exposed to potential loss or interruption of service.
  • Level 3 (Normal): A medium-to-low impact problem which involves partial non-critical functionality loss. One which impairs some operations but allows the client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the client’s operation and issues in which there is an easy circumvention or avoidance by the end-user.
  • Level 4: These are issues that do not impact the functioning of usage but do serve to create small annoyances. This includes documentation errors.

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:

  • Ticket opened
  • The ticket is being diagnosed
  • More information is required from the Customer
  • Actively fixing problem
  • Problem solved
  • Testing and verification
  • Issue is Closed