Support Service Level Agreement (SSLA)

version 1.0

This Service Level Agreement (“SLA”) is a policy governing the use of the LogicalDOC support service under the terms of the LogicalDOC Srl Customer Agreement between LogicalDOC Srl and users of LogicalDOC (“you”). This SLA applies separately to each installation using LogicalDOC. We reserve the right to change the terms of this SLA by posting this document on the Web site or by e-mail.

Reponse times

Below are the initial target response times for a support case based on the subject type and support case severity level.

Severity Short Title Partner End User
One (1) Production System Down 5 hour 6 Business hours
Two (2) Production/Development - Major Impact 8 hours 10 Business hours
Three (3) Production/Development - Minor Impact 12 hours 14 Business hours
Four (4) Question/How-to/Enhancement 1 Business day 2 Business days

The support must be invoked by sending an email to support@logicaldoc.com


This document is published at the "Support Service Level Agreement" section of this site and is subject to updating.

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