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 Priority | Impact on your Business | Description | Examples |
| Urgent | Urgent | Sales-preventing | 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. |
|
| 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. |
|
| Low | Low | Low | Problems that have little or no impact on business. Errors for which a reasonable workaround exists and cosmetic errors. |
|
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 time | Resolution time |
| Urgent | 120 minutes | with highest prio / Hotfix |
| Medium | 3 days | according agreement / next available release date |
| Low | 6 days | according 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 Priority | Reaction time | Resolution time |
| Urgent | 60 minutes | with highest prio / Hotfix |
| Medium | 2 days | according agreement / next available release date |
| Low | 4 days | according 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 Priority | Reaction time | Resolution time |
| Urgent | 30 minutes | max 24h |
| Medium | 1 day on working days 2 days on public holidays/weekends | 10 days |
| Low | 4 days | according agreement / next available release date |