This Service Level Agreement (“SLA”) is a policy governing the use of the LogicalDOC support service under the terms of the LogicalDOC Srl Customer Agreement between LogicalDOC Srl and users of LogicalDOC (“you”). This SLA applies separately to each insrtallation using LogicalDOC on-premises. We reserve the right to change the terms of this SLA by posting this document on the Web site or by e-mail.
Below are the initial target response times for a support case based on the subject type and support case severity level.
|Severity||Short Title||Partner||End User|
|One (1)||Production System Down||5 hour||6 Business hours|
|Two (2)||Production/Development - Major Impact||8 hours||10 Business hours|
|Three (3)||Production/Development - Minor Impact||12 hours||14 Business day|
|Four (4)||Question/How-to/Enhancement||1 Business day||2 Business days|
The support must be invoked by sending an email to firstname.lastname@example.org
This document is published at the "Support Service Level Agreement" section of this site and is subject to updating.