SLA Description

An issue has a severity level which indicates its importance. The currently defined priorities are listed below. In addition, you can add more priority levels in the administration section.
  • LEVEL 1 CRITICAL (4 HOURS)
    Severity Level 1: Critical business impact: You are unable to use the application, resulting in a critical impact on operations. This condition requires an immediate solution.
  • LEVEL 2 ALARMED (8 HOURS)
    Severity Level 2: Significant business impact: The application is usable but limited.
  • LEVEL 3 IMPACT (12 HOURS)
    Severity Level 3: Some business impact: The application is usable with less significant features (not critical to operations) unavailable.
  • LEVEL 4 MINOR (3-5 DAYS)
    Severity Level 4: Minimal business impact: The problem causes little impact on operations, or with reasonable circumvention to the problem has been implemented.
  • LEVEL 5 TRIVIAL (BEST EFFORT)
    Severity Level 5: No business impact: The problem causes no impact on operations, or a reasonable circumvention to the problem has been implemented.
SLA Levels 24x7
SLAService Level
Severity LevelResponse SLAResolution SLANon-StandardStandard*
Severity 115 Minutes4 HoursX
Severity 230 Minutes8 HoursX
Severity 34 Hours12 HoursXX
Severity 424 Hours3-5 DaysXX
Severity 548 HoursBest EffortXX

*In reference to the SLA, guidelines are set and described within Cloudnexa’s Scope of Support and Schedule A to follow best practice and/or compliant related environment. If these are not in accordance to the outline descriptions, SLAs are not guaranteed and client Service Level “Non Standard” applies.

Escalation Procedures
  • STEP 1: Open a ticket via one of the available contact methods requesting an escalation.
  • STEP 2: If after 30 minutes you are not satisfied with the progress, request escalation to the Support Shift Manager. Please use the telephone number provided and refers to the ticket record number when escalating.
  • STEP 3: If after 60 minutes you are not satisfied with the progress, request escalation to the Support Director.
  • STEP 4: If after two hours you are not satisfied with the progress, request escalation to the VP of Operations.
  • STEP 5: If after three hours you are not satisfied with the progress, request escalation to the CTO.
Maintenance

Scheduled Maintenance:
Systems are scheduled for maintenance every 3 months.

Emergency Maintenance:
If system emergency maintenance is required, it is scheduled for the following morning during support hours.

Offices
Newtown Square
Newtown Square Corporate Campus

18 Campus Blvd.
Suite 100
Newtown Square, PA 19073

Worldwide Support
North America
888-633-5586
Support
484 497 9939