Service Level Agreements (SLA)for Contracted Support & Services Customers are as follows:
|Critical service interruption or work stoppage (all users)
||Within 1 hour
|Major degradation of service and performance (affecting a larger number of users and critical functions or individual CRITICAL/VIP Personnel and/or applications)
||Within 4 hours
|Medium degradation of service and performance (affecting a limited number of users and critical functions)
||Within 24 hours
|Minor degradation of service and performance (affecting a single non-critical/VIP user)
||Within 36 hours
|Configuration Move, Add, or Change
||Within 48 hours
Coverage Hours – Regular Service*
Repair personnel as are required shall either remotely address or be physically dispatched to the Service Site within the SLA guidelines (below) for the Customer's request for Regular Service, between 8:00am to 5:00pm (local time) weekday business hours, except when Customer's request is made on, or on a day preceding a CCC holiday or weekend. When the Customer's request is made on, or a day preceding, a CCC holiday or weekend, repair personnel shall be dispatched to the Service Site on CCC's next normal workday.
Customer may request service outside of regular service coverage hours. Phone calls for service that are received after 5:00pm and before 8:00am local time will be answered by our answering service and escalated as needed. Electronic requests for service received after 5:00pm and before 8:00am local time will be routed to the engineer on call and escalated as needed. Service completed outside of coverage hours is considered billable and will be billed at the corresponding rate.
T&M Customers (non-contracted support)*
Requests for support from non-contracted/Time & Materials customers will be fulfilled on a "best effort" basis during regular business hours (Monday - Friday between 8:00am and 5:00pm CST) and will not be subject to the same Service Level Agreement response times (above) as contracted support customers.
*Does not apply to customers with contracted 7x24 support.