The article
We at Inspiria undertake to provide our customer group with the most professional, attentive and fast service. We recognize the importance of the support service even long after the completion of the requirements analysis stages, the application and assimilation. SAP system support and in additions At the highest standard of professionalism and availability, is critical to the continuation of the relationship between you, the customers, and us.
We respect you for joining our exclusive customer club, and undertake to act according to the following service agreement (SLA Service LevelAgreement transparently and fairly.
answer | SLA |
On weekdays and Sundays from 09:00 to 17:00 On holiday evenings 09:00-12:00 | Service hours available |
| response time |
6 hours A malfunction that does not interfere with the execution of main work processes. | Maximum response time for a minor fault |
4 hours A malfunction that disables up to half of the system's users. | Maximum response time for an urgent fault |
2 hours A fault that all system users cannot work. | Maximum response time to a disabling fault |
An initial response to a service call will be made within an hour of receiving the request, provided that the service call was received up to two hours before the end of the support center's operating hours, otherwise an initial response will be given the next working day.
- The support reports will be made in units of 15 minutes.