SysMan Service Level Agreement (SLA) with SysManSMS Server Contract periods available for 1 or 3 years
Product:
SysManSMS Server with all its standard components listed on contract form
Consultants:
Maximum 10 requests per year via web support contact form or mail
Bug Fixes:
Bug fixes, repair, new release or workaround within 8 working days
New release:
New releases available via web services including bug fixes and new functionality, minimum two a year - normally 4-5
Service hours:
Monday to Friday from 09:00-15:00
Exceptions:
Any Norwegian official holiday (Office closed)
Response time:
Normally within 1-2 working days - maximum within 5 working days
Contract:
Automatic renewed if not terminated 30 days before contract renew date
Communication:
SysMan delivers the above only if communicated via support contact form or mail. All relevant information like log files and bug reports must be made available in electronic form. Any delay in making such information available may extend the response time. Requests must include customer responsible contact information.
SLA exceptions:
SysMan deliver the above SLA T&C's, unless a force majeure situation
Submitted by sysmanweb on 8 September, 2011 - 00:00
