Service Level Agreement

ysura works according to the following Service Levels.

The Service Levels only apply to software errors, defects and malfunctions. The Service Levels do
not apply to requests for information or other assistive inquiries:

Category 1: System halt, unavailability of the system or data corruption which makes it impossible to work with the application or subsequent processes. In this case, the time to react is 30 minutes. A workaround will be provided within 12 hours and a complete fix will be provided within 10 days.

Category 2: Partial failures, unreachability of a module or interfaces partly down. Data corruption (limited to one module), which makes it impossible to work with a specific part of the application or specific processes. The time to react here is 3 hours. A workaround is provided within 48 hours and the problem is fixed within 30 days.

Category 3, 4 and 5: Application is reachable, non critical error and a workaround exists. The time to react in these cases is 8 hours. The problem will be fixed in future versions.

Categorization is built on matrix that reflects Impact and Urgency:

High impact and high urgency result in category 1.
High impact and medium urgency result in category 2.
High impact and low urgency result in category 3.

Medium impact and high urgency result in category 2.
Medium impact and medium urgency result in category 3.
Medium impact and low urgency result in category 4.

Low impact and high urgency results in category 3.
Low impact and medium urgency results in category 4.
Low impact and low urgency result in category 5.

Definition of impact:
High (all end-users at a site)
Medium (more than 50% of end-user at a site)
Low (one end-user at a site)