Service Level Agreement
Posted by Modestas J., Last modified by Viktorija M. on 27 July 2018 12:10 PM
Service Level Agreement (SLA), acting as a service add-on, defines the time of the initial ticket response from our technical support team. It also informs if system backups are included within the selected SLA plan.
All logged requests which require technical support(*) to our Support Department are prioritised and will receive a response based on SLA based on the following table:
Advanced – 4 hours ticket response time, one weekly backup (Sunday)
Premium – 2 hours ticket response time, two weekly backups (Sunday, Wednesday)
Enterprise – 1 hour ticket response time, three weekly backups (Saturday, Wednesday, Friday)
*The operating hours of billing-related tickets are 8:00 AM – 5:00 PM (GMT +3), Monday to Friday, excluding public holidays.
Standard – 24 hours
Advanced – 12 hours
Premium – 6 hours
Enterprise – 3 hours
We aim to resolve all queries within the time periods above and keep you updated on the progress by the technician assigned to a ticket.
Support ticket priority is automatically adjusted based on SLA when submitting a ticket via Client Area. Please note: tickets submitted via email are not auto-prioritised, thus may take longer to respond and react.
In the Service section of Task Journal your will find all actions performed with the service, including both system and user backups.
Additionally, SLA system backup logs are shown in the Storage tab: