SLA definitions

Our service-level agreement (SLA) defines our target response times, availability and responsibilities.

urgent

Severity 1

A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural workaround exists.
high

Severity 2

A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.
medium

Severity 3

A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production.
low

Severity 4

A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.

SLA definitions

Standard

Plan 1
Hours of coverage
Standard business hours
Support channel
Web and email
Number of cases
10 per month

Response times

Initial and ongoing response
Severity 1
Not covered
Severity 2
Not covered
Severity 3
1 business day
Severity 4
5 business days

Premium

Plan
Hours of coverage
Standard business hours
Support channel
Web, email & phone
Number of cases
Unlimited

Response times

Initial and ongoing response
Severity 1
2 business hours
Severity 2
4 business hours
Severity 3
1 business day
Severity 4
5 business days

Enterprise

Plan 2
Hours of coverage
Standard business
24×7 for Severity 1 and 2 3
Support channel
Web, email & phone
Number of cases
Unlimited

Response times

Initial response
Severity 1
2 business hours
Severity 2
4 business hours
Severity 3
1 business day
Severity 4
5 business days

Response times

Ongoing response
Severity 1
1 hour 4
Severity 2
4 hours 4
Severity 3
8 business hours 4
Severity 4
2 business days 4
1 Standard is not available with phone support. This plan is no longer available for purchase but SLA levels remain intact for current customers.
2 Enterprise is only available with 10+ devices. 
3 24×7 support must have been purchased. In order to provide you with 24×7 coverage, Azuz IT requests that you identify a dedicated point of contact who will be available until the issue is resolved.
4 Or as agreed. Note: Severity 2 issues are not automatically set to 24×7 coverage after filing a support case, and 24×7 coverage should be explicitly requested if applicable.
Email info@azuz.it if you need more information.