Service terms and technical support

04-28-2024

Service Level Agreement (SLA) Overview

Welcome to the Coscene Service Level Agreement (SLA). This agreement is intended to provide a brief overview of the service priorities to ensure users understand key information such as response times and availability for Coscene services.

  1. Service Priorities and Availability

Standard Technical Support: Monday to Friday, 9:00 AM to 6:00 PM, excluding national statutory holidays.

Premium Technical Support: 24 hours a day, 7 days a week, all year round.

  1. Technical Support Levels and Definitions

P0 (Urgent): Directly impacts the majority of users' ability to conduct their own business.

P1 (High): Directly impacts users' efficiency in conducting their own business.

P2 or Lower: Minor impact, does not directly affect users' ability to conduct their own business.

  1. Response Time and Frequency of Progress Updates

P0 Issues: Response time within working hours is 2 hours, outside working hours is 4 hours; slowest progress update frequency is within 4 hours.

P1 Issues: Response time within working hours is 8 hours, outside working hours is 1 day; slowest progress update frequency is within 1 day.

  1. Maximum Concurrent Handling

Maximum concurrent handling for P0 issues is 2, for P1 issues is 5.

  1. Service Level Definitions

P0 (Urgent): Affects the majority of users' ability to conduct their own business, with no temporary solution available.

P1 (High): Some users are affected, but there is a temporary solution available, impacting system performance and directly affecting users' business efficiency.

P2 (Normal): Some users are affected, with a temporary solution available, but not directly affecting users' ability to conduct business.

Contact Us

If you have any questions or concerns about these terms and conditions, please contact us at:

contact@coscene.io