Service Level Agreement
1. Service covered
This OSR Service Level Agreement covers the following services:
|Service||Description||Covered by the availability commitments?|
Reporting and Budgeting
The reporting and budgeting solution provides unique opportunities for customizing the reports and the budget forms that you need, and immediately gain access to relevant data. Using various functions you can publish and share reports, drill-down into details, easily share reports with your colleagues and assign budget forms to data entry users.
|Support||As described below in section 2.|
2.1 Severity and response time
Issues identified by You and reported to Us, will be prioritized and responded to based on their severity in accordance with the definitions set out below.
2.1.1 Severity categories
|A||High Business impact: OSR Portal site not available, or the data delivered is wrong.|
|B||Medium Business impact: Main functions in the application are unavailable. A large number of users are impacted by the issue but they are still able to work in a limited capacity.|
|C||Low Business impact: Issue causing a partial or non-critical loss of functionality on production system. Product question or enhancement.|
2.1.2 Response times
All response times described below are subject to the support hours set out in section 2.2.2
|A||Time to first response: 8 business hours|
|B||Time to first response: 8 business hours|
|C||Time to first response: 16 business hours|
2.2 Contact details and support hours
2.2.1 Contact details
Support contact point:
1. Email to: firstname.lastname@example.org
2. Create a support ticket in https://email@example.com. Access is given upon request.
2.2.2 Support Hours
Requests and issues that require attention from Us will be handled within:
|Monday – Friday||09:00 – 16:00 (CET)|
|Saturday – Sunday||Closed|
|Public Norwegian holidays||Closed|
3. Service level
We will use commercially reasonable efforts to ensure to keep the Service available for You. If the Service is unavailable, We will use commercially reasonable efforts to resolve the issue.
For all Microsoft Azure services there is a SLA which will apply and the terms and conditions is described here:
3.2 Planned maintenance
We will strive to perform planned maintenance outside regular business hours. Planned maintenance may be executed at any time upon twenty-four (24) hours prior notice from Us.
We reserve the right to shut down the Service on shorter notice due to critical maintenance
4. Changes to Service Level Agreement
We reserve the right to change this OneStop Reporting Service Level Agreement. Changes will be notified.
Contact OneStop Reporting
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