The acronym "SLA" means: "Service Level Agreement"
These are used to determine the level and priorities of the support service. Depending on the plan we have obtained from Eventelis, your SLA will refer to the contracted plan.
The errors or problems you face on the platform are and based on SLA type. The time for ticket response and resolution depends on the level of your SLA.
Urgent: Interruption of a critical functionality or a complete interruption of the service causing a serious impact on its availability. There is no alternative.
High: Critical functionality or system access interrupted, degraded or unusable, having a serious impact on the availability of services. No acceptable and possible alternative.
Average: Function or procedure that is not critical, unusable, or difficult to use with operational impact, but has no direct impact on the availability of services. The system is available.
Low: Function or procedure not critical, with alternative solution available, but without impact for the availability of services. The system is available.