> ## Documentation Index
> Fetch the complete documentation index at: https://docs.eraneos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Management

> Overview of service requests, incident priorities, and handling processes

## 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).