*Support KPI s are counted from the onset of the incident. However, only Platinum Level agreements* will be counted around the clock. All other SLAs will be counted within the core periode.

Severity Levels Description

SEVERITY LEVEL 1

The Error or malfunction on this level has one or several of the following characteristics: 

• Loss of critical functionality or critical data.
• Severe and immediate impact on business
• Software will not operate
• The Software crashes repeatedly
• Software is not able to produce documents or messages which are critical
• No immediate workaround is available

To escalate an issue to Severity Level 1, the word URGENT (or Urgent) needs to be part of the subject field when forwarding the ticket to support@adonis.no.

SEVERITY LEVEL 2

The Error affects major functionality or major data and have one or several of the following characteristics:

• It causes a loss of the use of the Software or loss of critical functionality. It has a workaround but is not obvious and is difficult.
• Operation can continue in a restricted fashion or users experience degradation of system functionality.
• Access to the solution is down or critical functionality fails, but restart or recovery is possible
• Performance is severely degraded
• Some critical functionality is unavailable, but the System is available or other functionality can continue in a restricted fashion
• It is a significant problem, but intermittent in nature
• and the problem is not limited to one or a few users

SEVERITY LEVEL 3

• The defect affects minor functionality or non-critical data and causes minimal interruption of the Software or site functionality with a minor impact or is just inconvenient. It has one or more of the following characteristics:
• There is an acceptable workaround
• Performance is minimally degraded Non-critical impact It has an easy workaround
• A workaround can be supplied, and the Error will be solved in one of the next planned Program Update
• or the peoblem is limited to one or a few users

SEVERITY LEVEL 4

• These are trivial Errors or malfunctions that do not affect functionality or data, nor impact productivity or efficiency. It may be a cosmetic fault Petty layout discrepancies or spelling/grammatical errors are examples of Trivial Errors. No workaround will be developed. Trivial Errors will be corrected at the discretion of the Supplier.

DEFINITIONS

Response time

• The time from an issue is received by the Supplier until the Customer will receive a written or oral response with acknowledgement that the incident has been received. An auto/response by telephone or e/mail is not considered a response.

Workaround Time

• The time from a ticket has been responded to until the Customer will be able to continue the business process in another way, which may be different and more cumbersome for the user.

Resolution Time

• The time from a workaround have been provided until the bussiness process will work as before and the ticket is finally solved.

NOTE: Software Change Requests, system reconfiguration, reports requets and view definitions are not part of this SLA and will be directed to the Adonis Professionalø Services Board.

NOTE: Response and resolution time for issue solving work where it is necessary with remote, satellite connection to vessels will be adjusted for missing or slow broadband if and when when it occurs.