Service window and Service levels
Panenco offers an incident management service window from Monday to Friday from 9AM until 6PM.
The SLA targets are defined in the number of working hours and / or working days, which means that they are calculated in function of the agreed service window, excluding Belgian public holidays.Incident classification
The priority is determined after first-line assessment by the client and defines the relative importance of an incident and is based on impact and urgency. It is used to identify required times for actions to be taken (SLA targets). Priority description:
- P1 - Major incident: a critical incident that corresponds to an abnormality causing a service failure or severe degradation. It concerns a blocking issue without a workaround. The incident results in the fact that normal business operations are interrupted.
- P2 – High: a severe incident causing a partial service failure or mild degradation. The incident reduces the performance of the environment substantially and / or restricts the customer in the use of the environment.
- P3 - Medium: minor degradation of system/service for some users or major degradation for a single user.
- P4 - Low: any other incident with lower impact and urgency. No considerable reduction in the quality of the service.
Incidents with the highest priority (ref. P1 - Major incidents) must always be done via email to firstname.lastname@example.org
followed by a phone call to the responsible product manager or the general company number that is listed on the website. Reporting incidents P2, P3, P4, can be done by email to email@example.com
Provider will keep track of incidents in the appropriate joint tooling, i.e. Asana, Trello, Jira, Miro, and other similar tools. Communication will happen either via the jointly recognised channels (email, slack, other).
The Provider will offer below service levels for incident handling of the Product.
- P1: Biweekly target (90%), Response SLA (2 hours), Resolution SLA (8 hours)
- P2: Biweekly target (90%), Response SLA (4 hours), Resolution SLA (24 hours)
- P3: Biweekly target (90%), Response SLA (6 hours), Resolution SLA (40 hours)
- P4: Biweekly target (90%), Response SLA (8 hours), Resolution SLA (120 hours or bespoke via email)
Resolution time starts after mutual agreement that the bug is caused by software (and not by e.g. client infrastructure).
The Provider will report on a biweekly basis the hours spent on the different service levels and if targets were met. When excessing the resolution time of P1 and P2 priority incidents within an invoicing period for a second (or more) time, a credit of 25% of the amount invoiced for that sprint will be granted for each time the resolution time would not have been met.