Service Level Agreement (SLA).pdf
The current document describes the Evocon service levels, channels, and response times between Evocon and its clients and partners.
Issue categorisation
User support
Severity 1
Severity 2
Severity 3
Response time
48 hours
72 hours
96 hours
User support: 1st level user and technical support are done by the Partner. If the issues cannot be resolved by the 1st level support, the issue is forwarded to Evocon support.
Severity 1: defined through system unavailability and/or critical errors that restrict the usage of one or several main functionalities (data collection, inserting production information).
Severity 2: defined as major problems that restrict using one or several functionalities in the system (issues with the dashboard, factory view, reporting or settings) but does not affect the data collection.
Severity 3: defined as minor problems related to bugs or features that do not restrict using the software and have minimal impact on the user and no impact on productivity.
Evocon provides technical support through the following channels:
Channel
Self-service
System chat
Contact
https://www.notion.so/evocon/Help-Support-1fce89bd3f624aba977dbbda5ef0224a
Settings → Contact Our Support → Chat
Support will be provided in between Mon-Fri from 9 am to 5 pm according to EET/EEST (Eastern European Time) UTC/GMT +2/+3 time zone.
System availability in a calendar month is 99.5%, excluding during scheduled maintenance windows (Saturday 9 pm UTC until Sunday 5 am UTC).