Solutions Support Protocol & SLA

Our service level agreement for all Document Automation Solutions products.

SLA Document Automation Solutions

Serviceverplichtingen in 50+ landen

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)

Wie heeft recht op deze 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

Wat is inbegrepen in een contractuele ondersteuningsovereenkomst?

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?

Urgentieniveau	Vereiste	Reactietijd
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

Wat zijn de openingstijden?

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.

Hoe krijg ik toegang tot ondersteunende diensten?

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.

Wat zijn de volledige SLA-voorwaarden?

we zijn hier om te helpen

Kun je niet vinden wat je zoekt?

Als u de informatie die u zoekt niet kunt vinden, zijn wij er om u te helpen. Ons team is toegewijd om de ondersteuning te bieden die u nodig heeft, en uw primaire contactpersoon bij ORdigiNAL is altijd beschikbaar om u te helpen. Of u nu vragen heeft over onze SLA's, aanvullende details nodig heeft of begeleiding nodig heeft over specifieke diensten, aarzel niet om contact met ons op te nemen. Wij zijn toegewijd om ervoor te zorgen dat u de juiste informatie en ondersteuning ontvangt voor uw regio.