Standard Service Level Agreements (SLAs)
Below you can find imc’s standard SLAs - these apply unless a separate agreement has been made in this regard.
Please report errors via the ticket system. The error report must contain a precise description of the problem in accordance with the specifications in the Service Desk Guide.
The error report shall contain at least some of the following information (if not specified by the system):
the system environment (i.e., productive or non-productive environment, system URL) where the error occurred
the module or system area in which the error occurred
the work steps and requirements during which the error occurred, or which are necessary to reproduce the fault
the description of the abnormal behaviour using screenshots, protocols, or similar indicators
the description of the behaviour that was expected instead of the error
the day and time when the error occurred
the reference to a customisation in case the error is related to a customer specific implementation
Errors shall be classified into the following error categories:
Error Category | Error Priority | Description |
|---|---|---|
System Availability | Priority 1 (critical error) | The system environment is not accessible, or issues with the system environment prevents its usage. |
Software | Priority 2 (critical error) | An error that causes an outage of the entire system or significant parts of it, so that it is completely or almost completely impossible to use. The operational process is impaired in such a way that immediate rectification is essential. |
Priority 3 (major error) | An error that affects the use of the system in such a way that reasonable work with the system is no longer possible or only possible with a disproportionate effort. A temporary workaround can be found for the error using organisational measures or other resources that are commercially viable. | |
Priority 4 (minor error) | Other errors that do not or only insignificantly affect the use of the system. |
Depending on the error category the following Reaction Times and Resolution Times will be used:
Error Category | Error Priority | Reaction Time | Resolution Time | Resolution Time If for the resolution of the error a software update is required: |
|---|---|---|---|---|
System Availability | Priority 1 (critical error) |
< 1 hour |
< 4 hours |
-- |
Software | Priority 2 (critical error) |
< 1 hour |
< 1 working days |
< 5 working days |
Priority 3 (major error) |
< 2 hours |
< 3 working days |
within patch cycle | |
Priority 4 (minor error) |
< 4 hours |
< 5 working days |
within patch cycle |
Decisive for the start of the Reaction Time is the receipt of the error report in the ticket system.
Decisive for the start of the Resolution Time is the acceptance of the error report by a support employee in the ticket system.
Working days are Monday to Friday, with the exception of the national holidays.
For on-premise customers there is no „Incident“ Resolution Time, since the system is hosted in-house by the own IT team or by a third party supplier and not by imc (ex. copy job, database connection does not work, mail server not connected).