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5.3. Service Provider Requirements
5.4. Service Assumptions
6. Service Management
6.1. Service Availability
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The following Services are covered by this Agreement for all products from the Service Provider portfolio except 2FA for Crowd: U2F & TOTP and U2F for Jira:
Monitored email support
Monitored Jira Service Desk support
Online configuration and Set-up support (upon request)
Manned telephone support for High priority issues within business hours hours (EET time zone)
Remote assistance using Remote Desktop and a Virtual Private Network (where availablePlanned or Emergency Onsite assistance (extra costs apply)Monthly system health check
The following Services are covered by this Agreement for 2FA for Crowd: U2F & TOTP and U2F for Jira:
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Monitored email support
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Monitored Jira Service Desk support
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Remote assistance using Remote Desktop and a Virtual Private Network where available
Other services may be available at extra cost. Please, contact Service Provider for more details.
5.2.Customer Requirements
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In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
0-8 48 hours (during business hours) for issues classified as High priority.
Within 48 72 hours for issues classified as Medium priority.
Within 5 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
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💡 Here you can find the latest version of the document Service level agreement (SLA) 2.0
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