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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
Qualitative Next 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: May be determined by your Master Service Agreement with Wynne. If you would like confirmation of how your Business Hours are calculated, please contact the team.

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.