Service level agreement

Standard Service Level Agreement – Support (SLA).

Errors or questions are reported to Agrippa via email to support@agrippa.no or directly in Agrippa Improvements.

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Critical Error

Report by:

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.

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Serious Error

Report by:

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.

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Less Serious Error

Report by:

Errors that lead to individual functions not working as agreed, but which the Customer can relatively easily bypass.

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Change Request

The functionality is outside the contract’s specifications standard routines for change input are implemented.

If the error is critical and results in a stop in the operation of Agrippa Improvements, errors can be reported on telephone +47 33 38 22 22 within normal working hours.​

The table below shows the Agrippa's general response times during normal working hours
(Monday - Friday 08:00-16:00)
. For support outside normal working hours separate agreement is required.