|Severity Level||Response SLA||Resolution SLA||Non-Standard||Standard*|
|Severity 1||15 Minutes||4 Hours||X|
|Severity 2||30 Minutes||8 Hours||X|
|Severity 3||4 Hours||12 Hours||X||X|
|Severity 4||24 Hours||3-5 Days||X||X|
|Severity 5||48 Hours||Best Effort||X||X|
*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.
Systems are scheduled for maintenance every 3 months.
If system emergency maintenance is required, it is scheduled for the following morning during support hours.
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