Know-how warranty on add-on items

For Coal, Graphite or Diamond SLA, Akilana preserves the know-how associated with the products (third party add-ons) that you have bought.

Know-how warranty on customizations

For Diamond SLA, Akilana preserves the know-how associated with the services, especially customitzations, that were made for you.

Add-ons fixes/patches

For Graphite and DIamond SLA, Akilana will provide the latest software fixes or software patches of the third party add-ons. However, the implementation of the Fix or Patch is not part of the SLA.

New third party add-on software versions

For Diamond SLA, Akilana will provide the latest third party addon software version. However, the implementation and the customization of the latest version is not part of the SLA.

Support hours

The support hours is the time range in which the support tickets are taken into account. From this moment the countdown for the time to engage and the time to solve becomes effective.

For Coal SLA, the support hours are limited to the Friday from 10:00 to 14:00. 
For Graphite SLA, the support hours are from Thursday to Friday from 10:00 to 16:00.
For Diamond SLA, the support hours are from Monday to Friday from 08:00 to 18:00.

Support channels

For Coal SLA, the support channel is limited to the on-line form.

For Graphite SLA, the support channels are the online form and the e-mail.

For Diamond SLA, the support channels are the online form, the e-mail and the phone.

Time to engage

For Coal SLA, the time to engage is based on a best-effort delivery approach.

For Graphite SLA, the  time to engage is 72 hours.

For Diamond SLA,  the  time to engage is 24 hours.

Time to solve 

For Coal SLA, the time to solve is based on a best-effort delivery approach independently the priority level.

For Graphite SLA, the  time to solve is 72 hours for critical issues, 96 hours for high priority issues, 120 hours for medium priority issues,  best-effort for low priority issues.

For Diamond SLA,  the  time to solve is 24 hours for critical issues, 48 hours for high priority issues, 72 hours for medium priority issues,  best-effort for low priority issues.

Related definitions

Priority level 1 - Critical issue

• A significant number (>50%) of end-users are affected by an issue
• There is a severe security concern

Priority level 2 - High priority issue

• Some important functionalities developped by Akilana and covered by the SLA can't be used.
• For MISTA : The MEGA / HOPEX website can't be generated with the MISTA Template.
• For MIMEA: The infrastructure modeling functionalities provided by MIMEA don't work anymore.

Priority level 3 - Medium priority issue

• Some functionalities developped by Akilana and covered by the SLA can't be used.
• For MISTA : The MEGA / HOPEX website can be generated with the MISTA Template but some object pages are not accessible.
• For MIMEA: The infrastructure modeling functionalities provided by MIMEA have some errors.

Priority level 4 - Low priority issue

• Little errors on functionalities developped by Akilana and covered by the SLA occured.
• For MISTA : A MISTA page contains some minor errors.
• For MIMEA:  The infrastructure modeling functionalities provided by MIMEA have some minor errors.

Resolution

Akilana must provide a solution to the issue within the "Time to solve". However a workaround which solves the issue or gives the possibility to obtain the same result as the correction of the issue, even if it is a provisory workaround, is considered as a solution.