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
SLA Service Level
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.

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 vNOC 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 Director of vNOC Managed Services
  • STEP 4: If after two hours you are not satisfied with the progress, request escalation to the Director 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
Philadelphia
The Navy Yard, Quarters A

1413 Langley Avenue
Philadelphia, PA 19112

CAIRO
EMEA Office

Greek Campus
28 El Falaky St., Cairo 11513
Egypt

Worldwide Support
North America
888-633-5586
United Kingdom
+ 44 (20) 3769-5601
Switzerland
+ 41 (22) 501-7847
Support
888-478-2388
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