Service Level Agreements & Ticket Classifications
View all information regarding our SLA's and ticket classifications below
SLA & Priority Definitions
Services Level Agreements (SLAs) are based upon the priority of each inquiry or issue and can range from something that impacts individual user experiences to a system-wide outage that impacts a whole company. Our Support Targets are the same for all customers; however, to reiterate, these are response targets and may vary depending on the business's current workload:
Target Response Time
Target Resolution Time
(If either of these is occurring, there's a high chance we're already aware of the issue and working on a resolution)
|24 business hrs
|Up to 3 weeks (varies by Product, complexity, and type of resolution needed)
|48 business hrs
|Up to 12 weeks (varies by Product, complexity, and type of resolution needed)
Question - General inquiries about Venn platforms, such as "How do I..."
Change Request - Formal requests for system modifications that users cannot make independently.
Problem - Reports of issues with the platforms features, such as module filters not working, consultants not syncing up etc
SOS - Urgent notifications of service outages i.e Site down, Vennture dashboard not loading etc
“Availability” or “Available” means you can log in and access the services.
1. Scheduled Maintenance
Regular maintenance will be scheduled for all products. During these times, the service may be unavailable. Customers will be advised not less than 2 weeks in advance of any scheduled maintenance.
2. Unplanned or Emergency Maintenance
Unplanned or Emergency Maintenance are periods where the System access is not available as a result of the need to address a critical or emergency issue. Where possible, we will notify our Customers prior to any Unplanned or Emergency Maintenance that falls outside any Scheduled Maintenance windows. Notifications will be delivered via email. Any maintenance is considered “Unplanned” or “Emergency” if our Customers have not been provided at least 2 weeks’ notice of the maintenance.