sla

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.

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.