Cleo Cloud Managed Services Assurance

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

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

Cleo Cloud Design Time Assurance for Service Request Targets

**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. 

Requests for enhancements to the product can take much longer depending on the type of enhancement that was requested.