VertiGIS aims to meet the following response times (in business hours) as part of the Global Maintenance & Support Program:
| Reply time Metric | Ticket Priority | |||
|
Urgent |
High |
Normal |
Low |
|
|
Reply targets |
||||
|
1h |
4h |
8h |
8h |
|
|
4h |
8h |
24h |
24h |
|
|
Update targets |
||||
|
4h |
8h |
40h |
40h |
|
|
Resolution targets |
|
|||
|
16h |
24h |
40h |
40h |
|
|
5h |
8h |
24h |
24h |
|
Further information on ticket priorities can be found in the article Business Impact and Priorities.
If you would like to find out more about the various reply time metrics, we recommend this link.
Various factors such as unexpectedly high ticket volumes, vacations, sick leave etc. can mean that the targets are not always met. If this affects your work with our products, please take a look at our article covering Incident Escalation.
Deviating SLA agreements may exist within the framework of higher-grade (individual) premium support contracts - for further details, please contact your account manager.
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