Our dedicated support desk ensures queries are resolved quickly and efficiently, thereby minimising interruption to your daily operations.
Service Level Agreement
Standard support is included in the annual software subscription and support renewal;
- Functionality not working; provided that the Customer has not amended the application design (e.g. rules, processes), ICit Support will use reasonable endeavour to resolve the issue under the terms of the Agreement. If the application has been developed further by the customer, then additional cost may ensue.
- System Performance; if following work done by ICit Support, the customer experiences performance issues then ICit Support will investigate the cause of the problem and endeavour to resolve accordingly
Excluded (available at Additional Cost)
- Application enhancements: Customer requesting enhancements to functionality will be provided with a quotation for the work requested.
- System Tuning: archive, maintenance and optimisation tasks are not included. These tasks are generally assumed to be the responsibility of the Customer.
Application Support contracts are available at additional cost, for further details please contact us at firstname.lastname@example.org
Target Resolution Time
Production system is not available no acceptable workaround is available
2 Business days
Use of production system is seriously affected implementation is on hold, no acceptable workaround is available
5 Business Days
User of production system is restricted, an acceptable workaround may be available
5 Business days
Business Impact: Critical
Description: Production system is not available no acceptable workaround is available
Target Response Time: 1 Hour
Target Resolution Time: 2 Business days
Business Impact: High
Description: Use of production system is seriously affected implementation is on hold, no acceptable workaround is available
Target Response Time: 2 Hours
Target Resolution Time: 5 Business Days
Business Impact: Medium
Description: Use of production system is restricted, an acceptable workaround may be available
Target Response Time: 3 Hours
Target Resolution Time: 5 Business days
Business Impact: Low
Description: Use of production system is generally unaffected,request for information, enhancement or product clarification an acceptable workaround or alternative solution is either available or not required
Target Response Time: 8 Hours
Target Resolution Time: 20 Business days