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EMEA DIGITAL WORKFLOW SLAs Incident Severity Codes and SLAs The Severity codes for incidents define the impact/severity of an incident. The Severity Codes are defined in the table below. The EMEA DW RPS SLAs are linked to the severity of the incident.

Severity

Definition

SLA

01

A Service outage that significantly impacts our client’s ability to perform a critical portion of their business functions. No work around is available. The problem has high visibility and requires immediate and definitive action for resolution.

4 hours from when the problem is escalated to DW RPS EMEA

02

A Service outage that significantly impacts our client’s ability to perform a critical portion of their business functions. A work around is available but performance and productivity are still significantly impacted. The problem has high visibility.

24 hours from when the problem is escalated to DW RPS EMEA

03

A problem is detected that has a minor impact on our client’s ability to perform a critical portion of their business functions. A workaround is available, and the account can achieve full functionality and normal performance, as long as the work around is followed. The problem has low visibility.

2 business days from when the problem is escalated to DW RPS EMEA

04

A problem is detected that has minor impact on our client’s ability to perform a non-critical portion of their business functions. A workaround is available, and the account has full functionality and normal performance as long as the workaround is followed. Problem has low and limited visibility. The account has full functionality and normal performance but requires / requests an enhancement to a standard report or the DWNG system. Requests of this nature should originate with Engineering, because this is a request for resources to work on minor enhancements requested by a Region.

5 business days from when the problem is escalated to DW RPS EMEA

05

To be handled through the Regional enhancement process


IMAC SLAs Based on the Service Requested and the Quantity, the SLA indicates the target for the completion of the request. Definition

SLA

Service Center ID (RPS SLA Service Center ID) Add, change, remove ServiceCenter ID 1-5

3 business days

Add, change, remove Service Center ID 6-10

3 business days

Add, change, remove Service Center ID 11-15

5 business days

Add, change, remove Service Center ID 16-20

8 business days

Add, change, remove Service Center ID 21+

30 business days

Asset Center ID (RPS SLA Asset Center ID) Add, change, remove Asset Center ID 1-5

3 business days

Add, change, remove Asset Center ID 6-10

3 business days

Add, change, remove Asset Center ID 11-15

5 business days

Add, change, remove Asset Center ID 16-20

8 business days

Add, change, remove Asset Center ID 21+

30 business days

Assignment Groups (RPS SLA Assignment Group) Add, change, remove SC Assignment Group 1-5

3 business days

Add, change, remove SC Assignment Group 6-10

3 business days

Add, change, remove SC Assignment Group 11-15

7 business days

Add, change, remove SC Assignment Group 16-20

8 business days

Add, change, remove SC Assignment Group 21+

30 business days

AdHoc ID (RPS SLA AdHoc ID) Add, change, remove AdHoc ID 1-5

3 business days

Add, change, remove AdHoc ID 6-10

3 business days

Add, change, remove AdHoc ID 11-15

7 business days

Add, change, remove AdHoc ID 16-20

8 business days

Add, change, remove AdHoc ID 21+

30 business days

Data Inquiry/Question (RPS SLA Data Inquiry/Question) Data Inquiry/Question 1-5

2 business days

Data Inquiry/Question 6-10

2 business days


IMAC Catalogue (RPS SLA IMAC Catalogue Item) IMAC Catalogue Item 1-5

8 business days

IMAC Catalogue Item 6-10

8 business days

IMAC Catalogue Item 11-15

11 business days

IMAC Catalogue Item 16-20

14 business days

IMAC Catalogue Item 21+

30 business days

Site/Super User (RPS SLA Site/Super User) Adding/Removing Site/Super User 1-5

3 business days

Adding/Removing Site/Super User 6-10

3 business days

Adding/Removing Site/Super User 11-15

5 business days

Adding/Removing Site/Super User 16-20

8 business days

Adding/Removing Site/Super User 21+

30 business days

Provide Information (Inquiry-Information) (RPS Provide Information) Provide Information

5 business days

Notifications (RPS SLA Notification) Creation/change/removal of Notifications 1-5

15 business days

Creation/change/removal of Notifications 6-10

15 business days

Creation/change/removal of Notifications 21+

30 business days

RPS Perform Post-Production Data Load Perform Post-Production Data Load 1-5

99 business days

Categorization Schema (RPS SLA Categorization Schema (non-patch)) Categorization Schema (non-patch) 1-5

7 business days

Categorization Schema (non-patch) 6-10

7 business days

Categorization Schema (non-patch) 11-15

9 business days

Categorization Schema (non-patch) 16-20

11 business days

Categorization Schema (non-patch) 21+

30 business days



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