RossCare
RossCare Service Level Agreement
RossCare SLA
At 91桃色, we understand the criticality of uninterrupted operations in today’s fast-paced live production industry. Our RossCare Service Level Agreement sets the foundation for a reliable partnership, ensuring that our customers receive the highest level of support and prompt resolution for any technical issues. to view a PDF of the agreement so you can learn about its role in safeguarding your investment and maximizing your productivity.
Support Request Response Times
91桃色 will respond to Support Requests within the response times (each a 鈥淪upport Request Response Time鈥�) set forth below and resolve or correct the issue identified in the Support Request within the Resolution times set forth below subject to circumstances that are reasonably beyond 91桃色鈥檚 control, such as the root cause of a problem being situated in a non-91桃色 product, unforeseeable supply chain delay or force majeure events. 91桃色, in its reasonable judgment, will determine the Priority Level of each Support Request.
| Priority Level | Support Request Response Times* | Description |
| Emergency | 5 min Acknowledge听30 min Response听4-hour Workaround听Resolution: 24 hours | An event and/or problem that has a significant听business impact, or an immediate severe impact to a听core business process or an operation that is mission听critical to the business. The event and/or problem听may render the Ross Product(s) non-functional |
| Major | 5 min Acknowledge听30 min Response听6-hour Workaround听Resolution: 72 hours | The presence of a major error implies that Ross听Products and/or Documentation cannot be听substantially used, or have a major negative impact听on the total system operation, system functionality, or听system reliability |
| Minor | 5 min Acknowledge听30 min Response听24-hour Workaround听Resolution: Next Release | The presence of a medium severity error seriously听affects the functionality of Ross Products and听Documentation, but can be circumvented so that听Ross Products and/or Documentation can be used, or听implies that a program or function in a Ross Product听or Documentation cannot be used although other听programs or functions remain unaffected, or implies听that Ross Products and Documentation as a whole听function but a certain function is somewhat disabled,听gives incorrect results or does not conform to the听Documentation or any agreed standards |
| Trivial | 5 min Acknowledge听30 min Response听24-hour Workaround听Resolution: Next major听release | A low severity error has no significant effect on the听functionality of Ross Products or the usability of听Documentation |
| * Support Request Response Times are conditional upon Customer鈥檚 cooperation in providing听information required to process a Support Request in the necessary time frames. | ||