SLA
Solution Support Services
Support Service Coverage
Real Comm provides the Customer with a single point of contact for reporting anomalies and other technical issues. This service will be operational 24 hours a day, 7 days a week. Contact details, including phone, fax, and email, will be specified at the start of the contract.
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SERVICE
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STANDARD | TOP CLASS | TOP CLASS 24 |
NOTES
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Machine reachability check (ping)
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YES
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YES
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YES
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Restart operations in case of system lock
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YES
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YES
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YES
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Technical support via ticket
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YES
* |
YES
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YES
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* For network-related issues only |
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Qualified staff phone support 5x8 H
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- |
YES
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YES
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Qualified staff phone support 5x8 H
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- | - |
YES
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Service status monitoring
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- |
YES
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YES
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Monitoring of one or more services with related actions to be taken in the event of a failure (to be specified by the customer at the time of service activation). |
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Operating system upgrade
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YES
* |
YES
* |
YES
* |
Subject to compatibility and feasibility checks – * Separately quoted |
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OS patches and updates installation
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YES
* |
YES
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YES
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Installation of security patches or updates for the operating system only, upon customer request. Application programs, OS version upgrades, software configuration, or other types of services are excluded. * Separately quoted |
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Software installation on request
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YES
* |
YES
* |
YES
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Installation of customer-requested software excluding configuration (subject to feasibility). ISO image, installation file, and procedure must be provided. * Separately quoted |
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Installation of patches and updates on any software
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YES
* |
YES
* |
YES
* |
Installation of patches and updates for any software or services present on the server. * Separately quoted |
Real Comm manages any malfunction reports, response and resolution times, causes of failure, and the actions taken to restore service.
Depending on the commercial agreement signed by the Customer, service coverage may be as follows:
Standard Support Service
The Standard support service is available from 9:00 AM to 5:30 PM, Monday to Friday, via trouble ticket system. The service includes:
- Machine reachability check (Ping)
- Restart operations in case of system lock
- Technical support via trouble ticket exclusively for network-related issues, with a problem acknowledgment time within 12 business hours and a guaranteed maximum response time of 24 business hours
Top Class Support Service
The Top Class support service is available from 8:00 AM to 6:00 PM, Monday to Friday, excluding public holidays, and includes:
- Machine reachability check (Ping)
- Restart operations in case of system lock
- Technical support via phone and trouble ticket system, with a problem acknowledgment time within 2 business hours and a guaranteed maximum response time of 4 business hours
- If the issue is due to customer-related actions, any request for a solution is not covered by the support service and will be quoted separately
- Monitoring of service status and related alerts
- Installation of operating system security patches or updates upon customer request
The resolution of the reported issue is typically completed within a maximum of 2 hours from the time the issue is taken in charge.
Top Class 24 Support Service
The Top Class 24 support service is available 24 hours a day, 7 days a week, including public holidays, and includes:
- Machine reachability check (Ping)
- Restart operations in case of system lock
- Technical support via phone and trouble ticket system, with a problem acknowledgment time within 1 business hour and a guaranteed maximum response time of 2 business hours
- If the issue is due to customer-related actions, any request for a solution is not covered by the support service and will be quoted separately
- Monitoring of service status and related alerts
- Installation of operating system security patches or updates upon customer request
- Installation of software upon customer request (excluding configuration and subject to feasibility)
The intervention and restoration times described in the procedure refer to the service coverage time agreed upon for the specific site.
The resolution of the reported issue is typically completed within a maximum of 2 hours from the time the issue is taken in charge.
