Cleo Cloud Managed Services Assurance response times are listed below by Severity.
Incident Response is defined as the time of first response to the requester by Cleo when a new ticket has been initiated by the requester.
Incident Response Time Assurance by Severity
Severity |
Incidents Response Time |
Severity 1 |
1 hour |
Severity 2 |
2 hours |
Severity 3 |
4 hours |
Severity 4 |
Best Effort |
Critical (Severity 1)
- Production issue affecting most users and/or trading partners, including system
unavailability and data integrity issues with no workaround available. - Issue potentially causing significant impact on customers’ business results (loss of revenue and/or profitability) – requires business impact justification from the customer.
Major (Severity 2)
- Production functionality impacted, or significant performance degradation is experienced.
Issue is persistent and affects several users and/or trading partners, and/or major
functionality - No reasonable workaround available
Minor (Severity 3)
- Production or Non-Production performance issue affecting one or more, but not all users
and/or trading partners
Short-term workaround is available, but not scalable
Standard (Severity 4)
- Inquiry regarding a routine technical issue
- Enhancement requests
Cleo Cloud Design Time Assurance for Service Request Targets
Request |
Time to Complete |
New Transformation |
5 business days |
Complex Map Deployment with Changes |
5 business days |
Standard Map Deployment with changes |
3 business days |
New Connection |
3 business days |
Change to Existing Connection |
2 business days |
Minor Map Change |
2 business days |
**Targets are per map and per number of connections
** Assumes that Cleo has the complete details like logical mapping specifications or change information to start working on the Design Time activities. Any delays in providing this information will impact target completion dates.
** If your request includes more than 4 transformations and/or 8 map deployments, please discuss the details with a Cloud Delivery Manager who will coordinate with Cleo internal teams to scope as a Professional Services engagement.