Severity 1 Critical – High Priority

2 Hours

1 Business Day

SLA only applies to production environments.

This includes all situations where emergency action is required to alleviate adverse impact or where the intended functionality is lost (24/7, 365 days a year).

Acknowledge receipt of the query to the client within 2 hours by phone and/or email; update as necessary. If there is no resolution in one business day, then team leaders become involved (24/7, 365 days a year).

The time counter begins upon EDI’s receipt of logs indicating problems. Should EDI require additional logs or information to support problem identification, the time counter reverts to zero.

In order to qualify for the SLA metric, all problem types must be determined to be the direct cause of EDI software. If problem is determined to be not the cause of EDI software, SLA’s do not apply.

When requesting support from EDI due to possible problems with EDI software, customers will include notification of changes to their SAP environments, including PeopleTools versions, database versions, Web servers, database connectivity software, permissions, Windows versions, and client operating system versions. Should the customer fail to notify EDI of these changes, all problem types will be treated as Severity 3.

Severity 2 Important Medium Priority

8 Hours

3 Business Days

SLA only applies to production environments.

This includes all situations where urgent action is required to alleviate the adverse impact.

Acknowledge receipt of the query to the client within 8 hours by email (and/or phone) and begin work on a resolution. Client updates as necessary. After 3 business days, team leaders become involved.

The time counter begins upon EDI’s receipt of logs indicating problem/s. Should EDI require additional logs or information to support problem identification, time counter reverts to zero.

In order to qualify for SLA metric, all problem Types must be determined to be the direct cause of EDI Software. If problem is determined to be not the cause of EDI Software, SLA’s do not apply.

When requesting support from EDI due to possible problems with EDI Software, customers will include notification of changes to their SAP environments, including PeopleTools versions, database versions, Web servers, database connectivity software, permissions, windows versions, client operating system versions. Should Customer fail to notify EDI of these changes, all problem Types will be treated as Severity 3.

Severity 3 General – Low Priority

24 Hours

5 Business Days

SLA only applies to production environments.

This includes all situations that affect the smooth running of intended functionality but do not require immediate action. A solution is required to restore functionality.

The receipt of the query will be acknowledged within 24 hours by email (and/or phone) and begin work on a resolution. Client updates should be no less than 8 hours apart via email. After 5 business days, team leaders become involved.

The time counter begins upon EDI’s receipt of logs indicating problems. Should EDI require additional logs or information to support problem identification, the time counter reverts to zero.

In order to qualify for the SLA metric, all problem types must be determined to be the direct cause of EDI software. If problem is determined to be not the cause of EDI software, SLA’s do not apply.

When requesting support from EDI due to possible problems with EDI software, customers will include notification of changes to their SAP environments, including PeopleTools versions, database versions, Web servers, database connectivity software, permissions, Windows versions, and client operating system versions. Should the customer fail to notify EDI of these changes, all problem types will be treated as Severity 3.