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Service Level Agreement

Service Level Agreement
Cloudkew Support will use the following guidelines to prioritize requests and strive to begin working on the problem within the target timeframe.
Actual response times may be shorter or longer depending on the volume of requests at any one time.

PRIORITY  

CRITERIA  

TARGET RESPONSE TIME  

  1. Critical  

The Critical status must be changed by Cloudkew Support in consultation with the Managing Partner of Cloudkew.  

Must consist of one of the following:  

  • 1. Critical applications not working for a large segment of clients (Clients reporting same issue)  

  • 2. Unplanned downtime impacting mission-critical work  

  • 3. Security breach affecting multiple servers  

 
 

Workflow:  

  • Cloudkew Support will contact DevOps technicians for immediate response  

Immediate Response   

Update every 4-6 hours until resolved  

 
 

 
 

  1. High  

Major Change request  

Must consist of one of the following:  

  • 1. Major project changes   

  • 2. Project updates leading more than 4 hours of support hours  

Five (5) business days  

  1. Medium  

Minor tweaks and simple change requests  

 
 

Must consist of one of the following:  

  • 1. Minor tweaks to environments 

  • 2. Simple change request including color, text, media)  

Seven (7) days  

  1. Low  

General Inquiries  

 
 

Must consist of one of the following:  

  • 1. Demo request  

  • 2. Workflow review request  

  • 3. 1:1 meeting with a Partner  

Seven (7) days