Service-level agreement (SLA) define the level of service you expect from Cureatr, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved. It is a critical component of any technology vendor contract. The following tiers explain the severity levels of support issues and how quickly you can expect them to be resolved.
Tier 1
Tier 1 incidents are defined as incidents that have minimal impact on Authorized Users’ ability to use the Application Services and where there is a feasible short-term workaround that is deemed reasonable by Cureatr. At least 100% of Tier 1 incidents will be acknowledged within 4 hours, repaired and fully resolved within the next 2 update releases for the applicable Application Services from date of the time of incident acknowledgement.
Tier 2
Tier 2 incidents are defined as incidents which materially impair Authorized Users’ ability to use the Application Services and result in any outage or loss of a material portion of Service. Priority 2 incidents are to be 100% acknowledged within 2 hours, repaired within 24 hours, and fully resolved within 3 calendar days from the time of incident acknowledgement.
Tier 3
Tier 3 incidents are defined as incidents that have or are likely to have a major impact on Authorized Users’ ability to use the Application Services and result in any outage or loss of a material portion of the Services. Priority 1 incidents are to be 100% acknowledged within 1 hour, repaired within 12 hours, and fully resolved within 1 calendar day from the time of incident acknowledgement.
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