[sims] CAPITA SIMS SLA times

[fiza]

Does anyone know what the SLA timescales are for SIMS Suppor for their various categories?

 

1. Entire system unavailable

2. Critical Business Impact

3. Significant Business Impact

4. System Usage

 

I have logged a Critical Business Impact call this morning and heard nothing back so far. Just want to know how long before I should expect an answer.

[Jamman960]

Seems we have different options, we're an independent on the Chelmsford SLA. When I select the SLA severity it tells me the expected first response time below.

 

1. Complete breakdown in service - max 60 mins

2. Entire module or key business process unavailible - time critical- max 120mins

3. Entire module or key business process unavailible - but not time critical - max 240mins

4. Feature not availible - no workaround apparent - max 480mins

[fiza]

We are classed an independent too. I would guess my number 2 relates directly with yours. Its been just over 3 hours and no response.

[Sivadam]

The SIMS Customer Support Charter is readily available via the Sticky Links section of the SupportNet Homepage!