Service Level Agreement

  1. This Service Level Agreement (SLA) defines the services and service levels between the technical support (Lime Trees Support) and the customers of that technical support (Customers).
  2. Lime Trees Support is available 24 hours for 7 days.
  3. Requests for support will be fulfilled based on priorities (Critical, High, Normal) which are determined by urgency and level of impact.
  4. Response is defined as a "good faith" effort to communicate with the customer using the contact information provided by that customer. Response will be via service desk system or e-mail.
  5. Service level response times to service requests are measured once a request is submitted via service desk system. Solution time is defined as maximum period of time required by Lime Trees Support to manage customer's request.

Response and solution times regarding issue priority:

PriorityIssue characteristicsResponse timeSolution time
CriticalProduct crushes; critical functionality not available24h48h
MajorImportant functionality not available36h72h
NormalSome system functions not available; incorrect system behaviour48hunlimited