Stakeholders
Eraneos Solutions AG- Contact: Suzanne Lamprecht
Incident Management
Incidents are categorized by priority level, which determines the target response time.| Priority | Impact Description | Response Time |
|---|---|---|
| Priority 1 | Critical: Software is substantially unusable. | 1 business day |
| Priority 2 | High: Use of Software is materially impaired, including but not limited to key functionality being affected. | 3 business days |
| Priority 3 | Normal: Any other Incident not covering P1 or P2. | 5 business days |
Service Requests
Simple Service Requests are defined as any request for assistance by Authorized Users that is not attributable to an underlying technical cause.- Examples: Password reset requests, general questions about the Software.
- SLA: These will be treated as Priority 3 (5 business days).
Change Requests
Feature requests or changes to the software logic.- Priority: Change requests do not have a fixed priority.
- Scheduling: Implementation will be scheduled in agreement with the client (TBD).