Service Level Agreement

Each incident will be dealt according with its severity. Collab will allocate the necessary resources according with this. The resolution of incidents shall fall under the following timeframes:

Severity Request Reception Acknowledgement Temporary Resolution Permanent Resolution
Critical 60 minutes 12 working hours 15 working days
Major 120 minutes 5 working days 20 working days
Minor 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

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

Ellapsed time

Critical Major Minor
2 hours Customer TAM (if applicable)    
4 hours Technical Support Manager    
12 hours Professional Services Director Customer TAM (if applicable)  
24 hours CEO Technical Support Manager  
48 hours   Professional Services Director  
72 hours   CTO  
96 hours   CEO  

 

 

Escalation contacts

List of alternative contacts per order of contact priority:

Function Name Phone
Customer Technical Account Manager (TAM if Aplicable) To be provided To be provided
Technical Support Manager Sérgio Xavier To be provided
Professional Services Director Sérgio Ministro To be provided
CTO José Luís To be provided
CEO Pedro Rodrigues To be provided