SLA

SLA STANDARD 5 / 8-16

Error category / Priority	Response time*	Time to repair the error or provide a workaround*
critical error / very high – preventing use of the software or blocking the execution of the client's key business processes (system crash or freeze, significant disruption of work for at least 10% of Software users) and requiring the fastest possible fix or workaround	4 business hours	12 hours
standard error / high – affecting the functionality and convenience of using the software, but not blocking users' basic tasks (reduced work efficiency, lack of access to some data)	16 business hours	7 business days
incident / other – improper operation of the system, but in a way that does not affect users' work at all	1 business day	14 business days
consultations – time the software provider spends communicating with the User, support, advice, instructions	5 business days	–
development – any work not related to bug fixes, e.g. software modifications	20 business days	–

SLA STANDARD 5 / 8-23

Error category / Priority	Response time* on business days 8:00-23:00	Repair time* on business days 8:00-23:00
critical error / very high – preventing use of the software or blocking the execution of the client's key business processes (system crash or freeze, significant disruption of work for at least 10% of Software users) and requiring the fastest possible fix, or workaround	4 business hours	8 hours
standard error / high – affecting the functionality and convenience of using the software, but not blocking users' basic tasks (reduced work efficiency, lack of access to some data)	16 business hours	7 business days
incident / other – improper operation of the system, but in a way that does not affect users' work at all	1 business day	14 business days
consultations – time the software provider spends communicating with the User, support, advice, instructions	5 business days	–
development – any work not related to bug fixes, e.g. software modifications	20 business days	–

SLA STANDARD 7 / 8-23

Error category / Priority	Response time* on business days 8:00-23:00	Repair time* on business days 8:00-23:00
critical error / very high – preventing use of the software or blocking the execution of the client's key business processes (system crash or freeze, significant disruption of work for at least 10% of Software users) and requiring the fastest possible fix, or workaround	4 business hours	8 hours
standard error / high – affecting the functionality and convenience of using the software, but not blocking users' basic tasks (reduced work efficiency, lack of access to some data)	16 business hours	7 business days
incident / other – improper operation of the system, but in a way that does not affect users' work at all	1 business day	14 business days
consultations – time the software provider spends communicating with the User, support, advice, instructions	5 business days	–
development – any work not related to bug fixes, e.g. software modifications	20 business days	–