This article outlines Promatica Digital’s SLAs for clients during the implementation phase, the go-live phase and the post-implementation phase.
We support core hours of 9.00-17.30, 5 days a week. For incidents raised, our standard SLA includes the following response times (during support hours);
Incident Severity | Details of Severity Level | Target Resolution Time |
1 | e.g., Service completely unavailable | 4 Hours |
2 | e.g., Service materially affected by issue, or a specific piece of functionality is completely unavailable | 8 Hours |
3 | e.g., Service available and usable by the customer, though user experience is affected by issue | 40 Hours |
4 | e.g., Minor issue, not affecting customer use of Service. | 160 Hours |
We use commercially reasonable endeavours to ensure that our service is available for 99.5% of the time. This is understood to be exclusive of planned maintenance carried out during the maintenance window of 7.00pm to 2.00am UK time.
How to get in touch
Implementation phase
During the implementation phase, all enquiries will go to your designated Account Manager who will serve as the primary point of contact. If your Account Manager is unavailable, a supporting manager will pick up the queries.
Go-live phase
Initially after going live, we will ask you for a primary point of contact from your organisation. This person will send all enquiries to your Account Manager. The duration of this phase depends on the complexity and size of implementation.
Post Implementation
For billing enquiries and change requests, please contact your Account Manager who will respond within 5 days. For support issues, please use our knowledge base to submit a support ticket. Alternatively, you can email support@promaticadigital.co.uk..
