SLA Description

An issue has a severity level which indicates its importance. The currently defined priorities are listed below.
  • URGENT IMPACT (4 HOURS)
    Critical business impact: You are unable to use the application, resulting in a critical impact on operations. This condition requires an immediate solution.
  • HIGH IMPACT (8 HOURS)
    Significant business impact: The application is usable but limited.
  • MEDIUM IMPACT (12 HOURS)
    Some business impact: The application is usable with less significant features (not critical to operations) unavailable.
  • LOW IMPACT (5 DAYS)
    Minimal business impact: The problem causes little impact on operations, or with reasonable circumvention to the problem has been implemented.
SLA Levels 24x7
SLAService Level
Severity LevelResponse SLAResolution SLANon-StandardStandard*
Urgent30 Minutes4 HoursX
High1 Hour8 HoursX
Medium4 Hours12 HoursXX
Low24 Hours5 DaysXX

*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.