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SERVICE LEVEL AGREEMENT
Captini will ensure the following service levels will be maintained through the duration of the Agreement.
Service Availability
The following service availability guarantee will apply:
Metric | Monthly Availability |
CCP Availability | 99.9% |
Severity Levels
The Severity Levels of an incident are categorized as follows:
Metric | Monthly Availability |
P1 | Critical fault affecting multiple sites with no service or detected security breach |
P2 | Faults that do not constitute a P1 where a significant part of the Service or system is unavailable resulting in over 50 % of Users being unable to use the service for its intended purpose in a single venue or across the entire Service.Or an issue that can be documented and is reproducible in investigative testing across at least 10 User accounts and devices of the same OS version and / or model. |
P3 | Non-urgent or cosmetic problem that is not a P1 or a P2 that has the potential to become Service affecting and where a workaround is available. |
P4 | Non-urgent request that does not have the potential to be service effecting. |
Response Times
In line with the severity levels the following response times will apply.
P1 | 30 minutes |
P2 | 4 Hours |
P3 | 2 Business Days |
P4 | 4 Business Days |
Resolution Times
In line with the severity levels the following resolution times will apply.
P1 | 4 Hours |
P2 | 24 Hours |
P3 | 3 Business Days |
P4 | 4 Weeks or next software release |
Real-time service status and network availability reports are available from within your reseller control panel.