Service level agreement
Standard Service Level Agreement – Support (SLA).
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Errors that cause the service to stop, that data is lost or that other functions, which based on an objective assessment are critical to the Customer, have not been delivered or do not work as agreed.
Errors that lead to functions, which from an objective assessment are important to the Customer, do not work as described in the agreement and which is time and resource consuming to circumvent.
Less Serious Error
Errors that lead to individual functions not working as agreed, but which the Customer can relatively easily bypass.
The functionality is outside the contract’s specifications standard routines for change input are implemented.