Each incident will be dealt according with its severity. Collab will allocate the necessary resources according with this. Our working hours are between 08:00 (8 am) and 19:00 (7 pm) Lisbon time. To know the current Lisbon time click here. The resolution of incidents shall fall under the following timeframes:
| Severity | Request Reception Acknowledgement | Temporary Resolution | Permanent Resolution |
| Critical (P1) | 60 minutes | 12 working hours | 15 working days |
| Major (P2) | 120 minutes | 5 working days | 20 working days |
| Minor (P3 and P4) | 2 working days | Temporary Fix may not be available and if available it shall be implemented without any associated response time | Next Major Release to be provided by SUPPLIER according to its own program upon prior advance notice to CUSTOMER |
Escalation rules (with TAM/CSM)
If you have problems reaching the technician on duty, through the 24x7 support number, call any of the below numbers for help, and any of these Collab staff is aware of 24x7 procedures and either will help to solve your problem or contact someone who can. If you have the means we suggest that, in parallel on trying to call these numbers, you send a short SMS to the same numbers with a clear indication that it is an urgent 24x7 critical problem and you’re experiencing problems reaching the appropriate staff.
|
Severity Elapsed time |
Critical | Major |
| 2 hours | Technical Account Manager / Customer Success Manager | |
| 4 hours | Technical Support Manager | |
| 12 hours | CTO | Technical Account Manager / Customer Success Manager |
| 24 hours | CEO | Technical Support Manager |
| 48 hours | CTO | |
| 72 hours | CEO |
Escalation rules (without TAM/CSM)
If you have problems reaching the technician on duty, through the 24x7 support number, call any of the below numbers for help, and any of these Collab staff is aware of 24x7 procedures and either will help to solve your problem or contact someone who can. If you have the means we suggest that, in parallel on trying to call these numbers, you send a short SMS to the same numbers with a clear indication that it is an urgent 24x7 critical problem and you’re experiencing problems reaching the appropriate staff.
|
Severity Elapsed time |
Critical | Major |
| 4 hours | Technical Support Manager | |
| 12 hours | CTO | |
| 24 hours | CEO | Technical Support Manager |
| 48 hours | CTO | |
| 72 hours | CEO |
Escalation contacts
List of alternative contacts per order of contact priority:
| Function | Name | Phone |
| Account Manager | To be provided | To be provided |
| Technical Support Manager | Sérgio Xavier | To be provided |
| CTO | José Luís | To be provided |
| CEO | Pedro Rodrigues | To be provided |