Service Level Agreement
An issue has a severity level indicating its importance. The currently defined priorities are listed below.
Business Impact
SLA Levels 24/7
Support
Maintenance
Business Impact
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.
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 reasonable circumvention to the problem has been implemented.
SLA Levels 24/7
* In reference to the SLA, guidelines are set and described within nClouds’ Scope of Support and Schedule A to follow best practices and/or compliant related environment. If these are not in accordance with the outline descriptions, SLAs are not guaranteed, and client Service Level “Non-Standard” applies.
Open a ticket via one of the available contact methods requesting support. Upon ticket creation, a severity level will be assigned.
If you are not satisfied with the progress based on the SLA defined by the severity, request an escalation to a senior support engineer.
If you are not satisfied with progress after an additional hour, request escalation to the support shift manager.
If you are not satisfied with the current progress, please request an escalation to be reviewed by a senior manager.
Maintenance
Achieve seamless integration and bolster your security measures with nClouds’ expertise and AWS WAF.
Scheduled Maintenance
Systems are scheduled for maintenance every three months.
Emergency Maintenance
If system emergency maintenance is required, it is scheduled for the following morning during support hours.
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