What is Origina’s Service Level Agreement (SLA)?

Origina commits to a contractually obligated Service Level Agreement (SLA) with all customers. The SLA ensures a response and resolution time based on the priority level of the ticket.

Our IBM software support SLA for incidents and tickets is as follows:

 

Priority 1
Business Critical component is inoperable or critical interface has failed. This indicates you are unable to use the program resulting in a critical impact on operations.

SLA Response: Initial response within 30 minutes.

Target Resolution: Within 6 hours.

 

Priority 2
The program or hardware is usable but is severely limited.

SLA Response: Initial response is 2 business hours.

Target Resolution: Within 1 business day.

 

Priority 3
The program or hardware is usable but with less significant components unavailable (not critical to operations).

SLA Response: Initial response is 4 business hours.

Target Resolution: Within 5 business days.

 

Priority 4
The problem causes little or no impact on operations or that a reasonable circumvention to the problem has been implemented.

SLA Response: Initial response is within 1 business day.

Target Resolution: Response time will be on agreement between both parties.