General
Service Level Agreements (SLA) is an agreement between XLENT Link and a customer, regarding availability and support of Nexus Link Services.
Incident Reporting
In order for the Service Level Agreements to be valid, incidents need to be reported according to the Issue reporting guidelines.
Response time
The time, from when an incident is reported, until the Support Contact has started working with the incident. The customers choice of response time affects the monthly cost according to the following:
| Response time | Extra cost |
|---|---|
| 8 hours | No additional cost |
| 2 hours | See price list |
| 1 hour | See price list |
Support opening hous
See Opening hours
Incident classification
Incident classification affects how Nexus Link staff work with the incident.
| Priority | Description | Working procedure |
|---|---|---|
| 1.Urgent | Major disturbance. The application is not accessible to any users. There are no workarounds. | Nexus Link staff work during Opening hours, with an additional overtime of maximum 4 hours, until the problem is solved. |
| 2.High | Significant disturbance. Parts of the application are not accessible or some users do not have access. There are workarounds but they lead to delays and loss of quality. | Nexus Link staff work during Opening hours, with an additional overtime of maximum 2 hours, until the problem is solved. |
| 3.Medium | Minor disturbance. An application has decreased access to its services or a single user does not have access. Workarounds exist. Limited or no loss of quality or delays. | Nexus Link staff work during Opening hours, until the problem is solved. |
| 4.Low | Questions and feature requests. | Simpler questions are answered within 8 hours, bigger questions within a week. Feature requests are handled according to the process described here. |
Feedback frequency
See here for more information on Customer feedback routines.
The feedback frequency is affected by incident priority, according to the following:
| Priority | Feedback frequency |
|---|---|
| 1. Urgent | 4 hours |
| 2. High | Daily |
| 3. Medium | Weekly |
| 4. Low | Weekly |