This standard Service Level Agreement (SLA) describes Validis’ commitments for incident response and resolution time for the DataShare service.
The a summary for each incident priority is listed below. All times quoted below are relative to the receipt of an incident report conforming to the format as described by Validis. All response hours stated are within working hours.
|
Priority |
Activation |
First Response |
Resolution |
|
Priority 1 – Complete Loss of Service (P1) |
Complete loss of service. No work around exists. Affects all users. |
Immediately |
4 hours |
|
Priority 2 – Severe Loss of Service (P2) |
Mission critical module not working. Known work around exists. Affects multiple users |
1 hour |
7 days |
|
Priority 3 – Minor Loss of Service (P3) |
Module not functioning as expected. |
7 days |
31 days |
|
Priority 4 – Informational (P4) |
Issue that has no impact on service |
31 days |
90 days |
Please note: Your SLA's may differ depending on the agreement you have with Validis. If you are unsure of your incident SLA's please contact your Validis Account manager
Incidents
An “Incident” is classified as an issue with the Validis platform which affects the Validis Service in terms of functionality or availability to the Licensee or its authorized users of the platform.
Incidents may be identified by the Licensee’s service desk supporting the Validis Service or as a result of an End User’s support issue. Validis allocates the Incident priority during initial investigation and only Validis can amend this if further investigation by Validis proves the initial priority to be incorrect.