Service Level Agreements (SLA)
Our international SLAs, outlining our commitments and support levels across different regions.
Global SLA
Service commitments across 50+ countries
Our international Service Level Agreements (SLAs) 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. These SLAs are 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.
Global Service Level Agreement (SLA)
Who is entitled to this SLA?
This Global 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 guarantees to meet the SLA guidance for all products purchased via ORdigiNAL.
What are the availability hours?
Monday to Friday: 9:00 to 17:30 (excluding public holidays)
What Service Level Agreement does ORdigiNAL provide?
Severity Level | Requirement | Response time |
Critical | Complete outage | 1 Hour |
High | Widespread disruption to business | 2 Hours |
Medium | Minimal disruption to business | 4 Hours |
Low | No disruption to business | 48 Hours |
For a detailed severity level overview and any restrictions please refer to the full terms and conditions section.
What is included in a contracted support agreement?
- Guarantees to meet our defined SLA response times and customer prioritisation
- Unlimited support requests via phone/mail/ticket
- Direct hands-on support to get you up and running*
*Only available where a support contract is maintained between ORdigiNAL and the end customer. Partners with contractual agreements to sell ORdigiNAL products are excluded unless otherwise agreed.
How to access support services?
To get in touch with our support team you can either send us an email, submit a ticket in our partner portal or give us a call on the following numbers:
For English: +44 20 3855 4261
For Dutch: +31 (0)36 536 0455
For French: +33 185 644 839
For German: +49 892 312 17 500
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Our American SLA
Topic 1
Powered by Microsoft’s trusted cloud infrastructure, Azure AI brings the power of machine learning, data analytics, and cognitive services to help businesses of all sizes unlock new possibilities and drive transformation. Whether you’re looking to automate tasks, gain insights from data, or create innovative AI-driven applications, Azure AI offers the tools and scalability you need to stay ahead in today’s fast-paced digital landscape.
Topic 2
Azure AI is a suite of AI services and tools designed to help developers, data scientists, and organizations integrate cutting-edge artificial intelligence into their workflows and solutions. Built on Microsoft’s global cloud platform, Azure AI enables businesses to harness advanced algorithms and computing power to build and deploy AI models efficiently.
Topic 3
From computer vision to natural language processing (NLP), from speech recognition to decision-making algorithms, Azure AI covers a broad spectrum of AI capabilities. Whether your goal is to automate complex processes or deliver personalised customer experiences, Azure AI provides the foundation for innovative solutions.
Our Asia-Pacific SLA
Can I get training sessions for ORdigiNAL products?
Absolutely! Our help desk is dedicated to supporting you. They can provide access to training resources and even organize training sessions to ensure that you and your team can effectively utilize our solutions. After receiving your personal training code you can book a training on our bookings page.
How can I reach the ORdigiNAL Help Desk?
If you need assistance from our technical help desk, partners of ORdigiNAL can conveniently submit a ticket through our partner portal (coming soon!) by logging in. If you are not a partner or an end-user seeking support, please direct your inquiries to our sales department via email at sales@ordiginal. Our team is committed to providing a response within a couple hours.
Can I be provided with the latest version updates and documentation?
Certainly! We send out a technical bulletin e-mail with the most important changes and logs. If you happened to miss it in your inbox, or if you want to read back, please send an email to marketing@ordiginal or [email protected].
What's the typical response time for inquiries?
While we strive to acknowledge all support requests as fast as possible, please understand that response times may differ based on the nature and urgency of your inquiry. We provide an initial response within a few hours. You will receive a confirmation with a case number immediately after submitting your ticket.
Is technical expertise necessary to reach out?
Technical expertise is not necessary. Our Help Desk is available to assist users of all technical skill levels, offering personalized support to meet your specific needs. We provide assistance in simple, easy-to-understand terms.
we are here to help
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.