Service Management

Examples: Password reset requests, general questions about the Software.
SLA: These will be treated as Priority 3 (5 business days).

Stakeholders

Eraneos Solutions AG

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

Simple Service Requests are defined as any request for assistance by Authorized Users that is not attributable to an underlying technical cause.

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).