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Customers with explicit service level agreements with Wynne Systems can refer to their respective agreements for further details.
The following Service Level Target (SLT) is published for your information.
Wynne Service Desk tickets follow the below targets, unless agreed separately in your specific maintenance agreement.
| Severity | Critical | High | Normal | Low |
| Hours of Operation | Calendar Hours | Business Hours | Business Hours | Business Hours |
| Qualitative First Reply and Analysis | 1 Hour | 4 Hours | 8 Hours | 8 Hours |
| Resolution of immediate issue | 7 Hours | 5 Days | 5 Weeks | Best Efforts |
Severity’s definition:
- Critical: software and/or interfaces are inoperable
- High: significant impairment of performance of the Software, and impairs essential operations (this includes billing challenges and data fix if end of the month closing period)
- Normal: essential operations are functioning; reproducible issue is causing inconvenience with no workaround available
- Low: little or no operational impact on regular use of the system but an issue is causing a minor inconvenience. This also applies to tickets logged that are not related to the Production environment, together with ongoing testing/Project tickets.
Hours definition:
- Calendar Hours: 24 hours a day, 7 days a week
- Business Hours: Standard business hours are 7am – 6pm, local time. If you would like confirmation of how your Business Hours are calculated, please Email: [email protected]
Resolution definition:
- Requests are considered resolved once the question has been answered by the team, or a bug fix is complete and approved by Wynne QA.
For Customer Service Desk or Technical Assistance
You can call the Service Desk direct without needing to select additional automated options. Especially for urgent issues, we suggest using either of our phone numbers to contact us.
US local number +1 (866) 901-9284 or US: (949) 224-6300
If no one is available, leave a message and we will aim to get back to you within an hour.
Web
Create a ticket or you can access our knowledge base and raise a request with the team online at https://sd.wynnesystems.com
Email: [email protected]
For Out of Hours Support
+1 (949) 224-6300
