Service Level Agreement ImagicleCare
Imagicle shall provide Gold level services according to hereunder described priorities.
ImagicleCare Gold subscribers have priority compared to Basic subscribers.
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Priority
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Impact
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Application status
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ImagicleCare Basic
Max reaction time
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ImagicleCare Gold
Max reaction time
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Critical
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Several
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Application/system is compromised.
Consistent loss of service occurs.
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Next Business Day
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< 60 minutes
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High
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Significant
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Application/system runs discontinuously.
Reduction of Services occurs.
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2 Business Days
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< 2 working hours
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Medium
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Minor
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Application/system runs with a moderate loss of services. Expedients allow to continue one’s work without prejudice
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Best Effort
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< 4 working hours
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Low
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Minimal/None
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application/system run without or
very little service impediment.
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Best Effort
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< 8 working hours
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The maximum reaction time is calculated on the basis of our working time.
The service is active during our working hours: 8.30am - 12.30pm and 2pm - 6pm (CET/CEST), Monday to Friday, Bank and Italian National Holidays excluded as well as Company closing periods.
Imagicle guarantees an on-call service for critical issues to ImagicleCare Gold subscribers during Italian bank holiday as well as
Company closing periods.