TABLE OF CONTENTS

Service Level Description

This SLA regulates the areas of responsibility of both contractual parties with regard to the operation and support of the Alturos Destination OS (Peaksolution®, EMMA®, JAMES® and Content Hub, hereinafter ALTUROS-SOFTWARE).


Priority levels of incidents

According to your chosen and ordered SLA (current version: 01.06.2021), there are different service and reaction times. Before going into detail with the differences, it is essential to understand the priority levels.


SLA Priority Freshdesk Ticket PriorityImpact on your BusinessDescriptionExamples
UrgentUrgentBlocker

Disruptions that hinder business


Failure of the system, the system can no longer be reached or operated.


The sale of product service providers (largest revenue generators of the customer, possible examples: Mountain railroads, accommodation, public transport services, etc.) is not possible.

  • login / registration failure affecting all users
  • payments / checkout does not work
  • significant loss of sales functionality (more than 30% of products can not be sold)
  • sale of key-products is not possible or public promotional events can not be supported
  • all or most pages don't display
  • lack of system-resources (memory-, disk-space) cause application failure
  • significant data loss
  • security breach
  • significant loss of functionality (search, browse, display of products)
  • administration tools fail (example: order view not possible, backend cancellations not possible)
Medium (High & Medium)High & Medium

Business-impairing disruptions


The system has performance problems, loading times are slow, individual functions cannot be used or only to a limited extent, individual products cannot be sold. Data inconsistencies occur.

  • the application performs slowly and fails intermittently
  • application is functional, but frequently used gadgets or macros don't work
  • application links fail
  • specific editing features fail
  • payments / checkout does not work for individual users 
  • some searches fail
  • sections of pages load slowly
  • administrative features fail intermittently, but a workaround is available
  • visual defects, that don't affect function
  • minor translation or localisation problems
  • keyboard shortcuts not functioning as expected.
LowLowLow

Problems that have little or no impact on business.


Errors for which a reasonable workaround exists and cosmetic errors.

  • Minor loss of function, or other problem where easy workaround is present.
  • Misconfigurations of new products
  • Cosmetic problem like misspelt words or misaligned text.


Operating hours 


The operating hours are the periods during which the productive systems are available to the CUSTOMER - with the exception of planned or agreed maintenance windows (operating hours > service hours). An operating time of 24 x 7 applies, which means 8760 hours/year or, in the case of a leap year, 8784 hours/year. During the operating time, the defined hosting services are provided, measured and reported.


Service times

The service time is the period within which the contractually defined "operation of the software" services are provided, measured and reported. Support requests (tickets) are processed at the defined times. Details can be found in the Basic SLA (Bronze), the Extended SLA (Silver) and the Enterprise SLA (Gold) section.

  • Reaction time: defines the time between the timestamp a ticket has been reported by a customer and ends with start of analyzing the ticket by a Alturos support engineer and sending out the first response mail to the customer. 
  • Resolution time: defines the time between the timestamp of the first reply until the problem has been resolved (e.g. Live Release).


Basic SLA (Bronze) 

With this SLA you will get support on working days (Monday til Friday excluding Austrian public holidays) between 8 a.m. - 5 p.m.

Incident Priority Reaction timeResolution time
Urgent120 minuteswith highest prio / Hotfix
Medium3 daysaccording agreement / next available release date
Low6 daysaccording agreement / next available release date


Extended SLA (Silver) 

With Silver SLA you will get SLA Bronze plus reaction times and support on Austrian public holidays and weekends for high priority (major) incidents. Please be aware that you have to call the support hotline on weekends and Austrian public holidays.

Incident PriorityReaction timeResolution time
Urgent60 minuteswith highest prio / Hotfix
Medium2 daysaccording agreement / next available release date
Low4 daysaccording agreement / next available release date


Enterprise SLA (Gold) 

With Gold SLA you will get Silver SLA plus faster reaction and resolution times and support on Austrian public holidays for high priority (major) incidents and medium priority incidents. Please be aware that you have to call the support hotline on weekends and Austrian public holidays.

Incident PriorityReaction timeResolution time
Urgent30 minutesmax 24h 
Medium1 day on working days
2 days on public holidays/weekends
10 days
Low4 daysaccording agreement / next available release date