Cleo Service Assurance will be provided across incident and service tickets.
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 |
Incident Response is defined as the time to first respond to the requester by Cleo when a new ticket has been filed.
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
Response Time Assurance by Priority
|
Priority |
Response Time |
|
Service Priority 1 |
4 Hours |
|
Service Priority 2 |
Best Effort |
Service Response is defined as time that first response is made to the requester by Cleo upon
receipt of a new ticket.
Service Priority 1
- Critical queries around data flows or visibility
- Standard reports – Transfer or SLA reports
Service Priority 2
- Routine Service Inquiry
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 |
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, please discuss the details with a Cloud Delivery Manager who will coordinate with Cleo internal teams and provide estimates.