Are there predetermined settlement periods for incidents?

Yes, there are. These are described in our SLA (Service Level Agreement). Ja die zijn er. Deze zijn beschreven in onze SLA (Service Level Agreement). There are different types of incidents that are also called bugs, blockers or user questions.

  • Failure of FacilityApps in the back office within the existing functionality of FacilityApps. The response time is in any case less than 2 hours;
  • Failure of some significant functions. There is often a work-around to think of. The response time is in any case shorter than 8 hours;
  • Other errors that do not directly affect the functionality. The response time is in any case shorter than 48 hours;

 

There are also different handling options for the different types of incidents.