Pursuant to your Service Level Agreement that Decode Technologies provides to each client. Here are the level's definition so you know what type of ticket will you need to submit.
Service Levels
|
Level |
Instance |
Resolution period |
|
1 |
The service cannot be accessed or used. |
1 – 5 working days |
|
2 |
Major functionality of the service is impaired. |
1 – 5 working days |
|
3 |
The Client is unable to save inputs. |
1 – 5 working days |
|
4 |
Minor functionality of the service is impaired. |
1 – 3 working days |
|
5 |
Computation adjustments / issue. |
1 – 3 working days |
|
6 |
Performance degradation is experienced. |
1 – 3 working days |
|
7 |
Bug affecting a small number of users. |
1 – 3 working days |
|
8 |
Major cosmetic issues. |
1 – 3 working days |
|
9 |
Minor cosmetic issues. |
1 – 3 working days |
Support is available every Monday - Friday 9:00 AM-5:00 PM. Tickets submitted on a weekend will be attended on the next working day.
Note: Response time for each client may vary. Because of the quarantine restrictions brought about by the COVID-19 Pandemic, response time may vary as our team is currently working from home. Please bear with us. Thank you.
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