Scribd
Upload
25 views5 pages

SLA Definition - Help Center - Powell Software

Uploaded by

hohaleslie
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
25 views5 pages

SLA Definition - Help Center - Powell Software

Uploaded by

hohaleslie
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 5

28/03/2024, 15:21 SLA Definition – Help Center - Powell Software

SLA Definition
Powell Assistance
 Updated 9 days ago

SUPPORT DEFINITION &


PROCEDURE
Support is provided on all issues encountered on Powell Software products' standard
features. Custom development on top of Powell Software is not covered.
Powell Level 1 support team (or “Help Desk”) is responsible to handle incoming support
requests. The requester shall make support inquiries by opening tickets through the
Powell Help Center.
Powell Software will make sure the support team is staffed during business hours on
business days.

Ticket requirements:
The ticket author shall ensure to provide all necessary details regarding the incident in
order to help the support team analyze the problem:

Impacted URL
Scope of the issue: isolated user, group of users, all users
Time of the issue
Detailed reproduction steps
Screenshots if possible

SLA PRIORITY LEVELS


SLAs are measured by business Priority Levels

https://support.powell-software.com/hc/en-us/articles/9208495722514-SLA-Definition#h_01HA1TJNBDEBMXZ0PESMBGZH2E 1/5
28/03/2024, 15:21 SLA Definition – Help Center - Powell Software

Priority Response Ticket


Definition
Level Time Follow Up

Business Critical impact:

Complete unavailability of the Powell


P1 service/application 4 hours 24 hours
At least one Primary feature of the application is
fully unavailable
There is no other way to access the site

Essential Business impact:

One feature of the application is not available


excluding primary features
P2 Problem is isolated and workarounds are possible 48 hours 72 hours
to perform similar actions
Unavailability consequences are minimal for
customer’s normal operational process
P1 issues which has a work around

Minor impact:

Issue has a small impact on customer


environment that does notinterruptbusiness
operational process

P3 Issue impacting user interface design 48 hours 96 hours


How-to questions
Documentation questions
Enhancement requests

*Priority Levels set to align with the Zendesk ticket’s KPIs Aligning P1,P2, and P3 to High,
medium, and low priorities.

For mode details follow this link : SLA Technical priority levels 

SUPPORT ASSUMPTIONS
https://support.powell-software.com/hc/en-us/articles/9208495722514-SLA-Definition#h_01HA1TJNBDEBMXZ0PESMBGZH2E 2/5
28/03/2024, 15:21 SLA Definition – Help Center - Powell Software

Business Hours

EMEA: 9.00am-5pm UTC+1


NORAM: 9.00am-5pm UTC-5
APAC: 9.00am-5pm UTC+1

Availability Rate
Powell Software shall ensure to keep production environment of its products available
99.5% of the time each year, excluding downtimes covered by one of the conditions below:

Planned maintenance
Emergency maintenance
Outages caused by Microsoft services downtime or any third-party providersdowntime
Outages caused by customers actions outside of normal use of products
Disruptions caused by denial-of-service attacks or distributed denial-of-service attacks

Issue caused by a greater force event (war, crime, or an earthquake, etc.)


Problem due to users' hardware or customer’s infrastructure

Status of the application available here  .

Assumptions & exclusions


Definition of primary features

Powell Intranet
Powell CDN
Powell Mega menu
Powell Search webparts (excluding Microsoft Search service availability)
Powell Contribution
Powell Multilingual

https://support.powell-software.com/hc/en-us/articles/9208495722514-SLA-Definition#h_01HA1TJNBDEBMXZ0PESMBGZH2E 3/5
28/03/2024, 15:21 SLA Definition – Help Center - Powell Software

Powell Teams

Ticket follow-up will follow 3 strike rules:

If the customer does not respond after the 3rd ticket follow-up the support team will
close the ticket.
If the customer responds after the ticket is closed we will reopen the current ticket or
open a new ticket.
Three strike rule is considered 3 consecutive replies with no response.
If the customer responds on the 2nd or 3rdreply the time will start over.

Issues related to third party services are excluded from SLA (i.e. Microsoft services downtime,
third party API downtime, etc.).

Enhancement requests are excluded from SLAs. Those are processed outside of the Support
system.

SLA Pauses

Tickets awaiting customers’ response pauses the SLA time until customer response is
received then SLA time will continue
Tickets scheduled for the next release pauses SLA
All releases are scheduled for Wednesday at 12AM UTC+1.
If the fix is applied after Wednesday i.e. Thursday or Friday next scheduled release
will wait until the following next week’s release date.

EXAMPLES

Example 1

Ticket XXXX completes the troubleshooting and applies the fix Monday for the next release.
The release will be scheduled for Wednesday. The SLA will pause once the ticket status
changes to “Available for the next release”

Example 2

Ticket XXXX completes the troubleshooting and applies the fix Thursday for the next release.
The next release is scheduled for next week Wednesday. The SLA will pause once the ticket
status changes to “Available for the next release”

Example 3
https://support.powell-software.com/hc/en-us/articles/9208495722514-SLA-Definition#h_01HA1TJNBDEBMXZ0PESMBGZH2E 4/5
28/03/2024, 15:21 SLA Definition – Help Center - Powell Software

Ticket XXXX support team reaches out to the customer to obtain additional information i.e.
request HAR file. The SLA will pause until we receive a response from the customer.

https://support.powell-software.com/hc/en-us/articles/9208495722514-SLA-Definition#h_01HA1TJNBDEBMXZ0PESMBGZH2E 5/5

You might also like