SLA


Addteq provides technical support/ assistance for product issues via Service Desk Portal, excluding listed US holidays:

  1. New Year’s Day
  2. Martin Luther King Jr. Day
  3. President's Day
  4. Memorial Day
  5. Independence Day
  6. Labor Day
  7. Thanksgiving Day
  8. Day after Thanksgiving Day
  9. Christmas Day

There are two Support Plans that come associated with Codefactori SaaS

Platinum Plan SLA

Incidents follow SLA's as shown below:

Priority

Definition

Initial Contact 

Time to Resolution

P1System down, unable to access system.1 hr2 hrs

P2

Any defect- critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions

2 hrs

4 hrs

P3

Any defect- that does not prevent the end user from accessing a significant feature of System

24 hrs

48 hrs
P4Any application upgrades, downgrades, maintenance activity, etc. 24 hrsScheduled

Support and related SLA excludes :

  • Scoped Services: Administration task, customization, or development. However, Addteq offers these services as a project, for which a Statement of Work (SOW) will be developed. 
  • Non Standard Plugins: SLA's do not apply to instances that have custom version plugins installed. Addteq will only facilitate the communication of resolution with a Standard Atlassian Marketplace Plugin vendor. 


Standard Plan SLA

Incidents follow SLA's as shown below:

Priority

Definition

Initial Contact 

Time to Resolution

(16x5)(non-business hours)(16x5)(non-business hours)
P1System down, unable to access system.1 hr1 hr2 hrs2 hrs

P2

Any defect- critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions

2 hrs

4 hrs4 hrs4 hrs

P3

Any defect- that does not prevent the end user from accessing a significant feature of System

24 hrs

NA48 hrsNA
P4Any application upgrades, downgrades, maintenance activity, etc. 36 hrsNAScheduledScheduled

Support and related SLA excludes :

  • Scoped Services: Administration task, customization, or development. However, Addteq offers these services as a project, for which a Statement of Work (SOW) will be developed. 
  • Non Standard Plugins: SLA's do not apply to instances that have custom version plugins installed. Addteq will only facilitate the communication of resolution with a Standard Atlassian Marketplace Plugin vendor. 


See Also: 

Codefactori Performance Contract - PLATINUM

Codefactori Performance Contract - STANDARD

Codefactori Managed Hosting Agreement