We divide support into 3 different priority levels, depending on the severity of the issue. This comes with a Service Level Agreement (SLA). Our service level agreements include time for e-commerce consulting, roadmap development and business optimization. We provide flexible packages to support growth, tailored to your business needs and customer needs. As soon as we have agreed on the list of CCP, we prepare a Service Level Agreement (SLA) and we will discuss it and sign the cooperation agreement. You may request changes and additions to AA at any time during our collaboration. All credit calculations are based on unavailability in 15-minute increments. Breakdowns should not be combined to fill the minimum of 15 minutes. The maximum SLA credit that can be used is limited to the cost of one month of service for all incidents over a 1-month period.
To apply for credit, the customer must follow the approved procedure within seven (7) days of the end of the claimed default. The claim is verified by MageMojo, each credit for verified defects (“SLA credits”) is issued as set out below. Below is the standard SLA terminology that helps you better understand. “complaint case” means the period (measured in minutes) during which the customer asserts a service defect during a measurement period declared according to the approved procedure.
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