Solutions Support Protocol & SLA
Our service level agreement for all Document Automation Solutions products.
SLA Document Automation Solutions
Service commitments across 50+ countries
Our international Solutions Support Protocol & SLA define the scope of our support, response times, and service commitments across different regions. They ensure transparency and set clear expectations for our customers and partners regarding issue resolution, system availability, and support coverage. This SLA is designed to uphold high service standards and guarantee reliability, whether for technical assistance, software performance, or cloud-based solutions. By outlining our response times and escalation procedures, we provide a structured approach to delivering consistent and efficient support worldwide.
Solutions Support Protocol & SLA (DAS)
Who is entitled to this SLA?
This DAS SLA is provided to customers with a valid support contract, and to contracted partners. Any non-contracted support is restricted to certain product lines with no support guarantee. If a contract is in place, ORdigiNAL Document Automation Solutions guarantees to meet the SLA guidance for all products purchased via ORdigiNAL Document Automation Solutions.
Please note this SLA excludes ORdigiNAL speech, cloud, 3D-printing and telephony customers, to view our Global SLA: click here
What is included in a contracted support agreement?
The contracted support agreement includes three types of support services:
- Partner Support
- Direct Support
- Direct Support with Helpdesk Service.
Partner Support involves initial customer call handling and basic triage by the Reseller, with ORdigiNAL providing escalation support and managing vendor engagement. Direct Support involves initial call handling by the Reseller, with ORdigiNAL providing technical and escalation support. Direct Support with Helpdesk Service involves ORdigiNAL handling all levels of support, including initial call handling, technical support, and vendor engagement.
What levels does ORdigiNAL Document Automation Solutions provide?
| Severity Level | Requirement | Response time |
| Critical / Catastrophic | Total failure of the application and function is critical to business operations | 1 Day |
| Severe / High | A frequently used function is failing or unreliable. A large number of users cannot use the system | 3 Days |
| Moderate / Standard | System is failing or slower than anticipated, no impact on ability to operate processes. | 10 Days |
| Minimal / Low | Minor user interface inconsistencies or documentation is inaccurate. | 20 Days |
What are the availability hours?
ORdigiNAL’s office hours are from 9 a.m. to 5 p.m. (CET), Monday to Friday, excluding national holidays. Any calls or tickets placed outside these hours will be addressed at the beginning of the next working period.
How to access support services?
To access support services, customers can send general questions and requests via email.
For Severity/Priority 2, 3, or 4 issues, customers should create a support ticket using the ORdigiNAL partner portal, providing:
- Contact details
- Solution information,
- License/serial numbers,
- Issue/error descriptions,
- Supporting screenshots
For Severity/Priority 1 issues, customers should follow the same steps and additionally call ORdigiNAL to alert them to the raised support ticket for a Critical/Catastrophic issue at +44 (0)20 83 871426, selecting option 4 for Support.
What are the full SLA terms and conditions?
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Can't find what you are looking for?
If you cannot find the information you are looking for, we are here to help. Our team is committed to providing the support you need, and your primary contact at ORdigiNAL is always available to assist you. Whether you have questions about our SLAs, require additional details, or need guidance on specific services, please do not hesitate to reach out. We are dedicated to ensuring you receive the right information and support for your region.