1. This Service Level Agreement (SLA) defines the services and service levels between the technical support (Codedoers) and the customers of that technical support (Customer).
  2. Codedoers technical support is available from 9 a.m. to 5 p.m. CET Monday through Friday, excluding all holidays.
  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 in special cases via phone.
  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 Codedoers to manage customer`s request. Response Times:
Priority Incident description Response time Solution time
Critical product crushes; Critical functionality not available
48h 72h
Major important functionality not available
72h 144h
Minor some system functions not available; incorrect product behavior
120h  -