SLA Description
An issue has a severity level which indicates its importance. The currently defined priorities are listed below.
- URGENT IMPACT (4 HOURS)Critical business impact: You are unable to use the application, resulting in a critical impact on operations. This condition requires an immediate solution. Urgent Impact Severity level is reserved for Production issues only.
- HIGH IMPACT (8 HOURS)Significant business impact: The application is usable but limited. High Impact Severity level is reserved for Production issues only.
- MEDIUM IMPACT (12 HOURS)Some business impact: The application is usable with less significant features (not critical to operations) unavailable.
- LOW IMPACT (5 DAYS)Minimal business impact: The problem causes little impact on operations, or with reasonable circumvention to the problem has been implemented.
SLA Levels 24x7
| SLA | Service Level | |||
|---|---|---|---|---|
| Severity Level | Response SLA | Resolution SLA | Non-Standard | Standard* |
| Urgent | 30 Minutes | 4 Hours | X | |
| High | 1 Hour | 8 Hours | X | |
| Medium | 4 Hours | 12 Hours | X | X |
| Low | 24 Hours | 5 Days | X | X |
*In reference to the SLA, guidelines are set and described within Cloudnexa’s Scope of Support and Schedule A to follow best practice and/or compliant related environment. If these are not in accordance to the outline descriptions, SLAs are not guaranteed and client Service Level “Non Standard” applies.
Cloudnexa Support Request Procedures
- STEP 1: Open a ticket via one of the available contact methods requesting support. Upon ticket creation a severity level will be assigned. See the following link for expected response times https://www.cloudnexa.com/support/.
- By Phone: 484 497 9939
- By Email: support@cloudnexa.com
- Ticketing System via https://cloudscan.cloudnexa.com
- STEP 2: If you are not satisfied with the progress based on the SLA defined by the severity, request an escalation to a Senior Support Engineer.
- STEP 3: If you are not satisfied with progress after an additional 1-hour request escalation to the Support Shift Manager.
- STEP 4: If you are not satisfied with the current progress, please request an escalation to be reviewed by a Senior Manager.
Maintenance
Scheduled Maintenance:
Systems are scheduled for maintenance every 3 months.
Emergency Maintenance:
If system emergency maintenance is required, it is scheduled for the following morning during support hours.