Solutions Support Protocol & SLA
Our service level agreement for all Document Automation Solutions products.
SLA Document Automation Solutions
Engagements de service dans plus de 50 pays
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)
Qui a droit à cet accord de niveau de service ?
Qu'est-ce qui est inclus dans un contrat d'assistance ?
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?
| Niveau de gravité | Exigence | Temps de réponse |
| 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 |
Quelles sont les heures de disponibilité ?
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.
Comment accéder aux services de soutien ?
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.
Quelles sont les conditions générales de l'accord de niveau de service ?
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