Support Levels
CDS DELIVERS SLAs BASED ON THE SPECIFIC NEEDS OF OUR CUSTOMERS, ALLOWING THEM TO TAILOR THEIR SUPPORT AGREEMENTS TO FIT THEIR UNIQUE NEEDS AND BUDGET.
| SERVICE FEATURE | DESCRIPTION | 24x7x4 SERVICE LEVEL OBJECTIVE | 24x7xNBD SERVICE LEVEL OBJECTIVE |
|---|---|---|---|
| Remote Monitoring | 24 x 7 for Supported Products | 24 x 7 | 24 x 7 |
| Remote Global Technical Support | Customer may contact CDS by telephone on a 24x7 basis to report hardware equipment problems and request advice and guidance on product operational use. CDS will provide telephone or other electronic media Product assistance and advice and guidance on the operational use of the supported hardware and associated Core software. | 24 x 7 30 Minute response | 24 x 7 30 Minute response |
| Onsite Response | CDS sends authorized personnel to
customer site to work on a hardware
problem after CDS has isolated the
problem and deemed Onsite Response
necessary. Customer may request scheduled deferred maintenance to meet Change Control requirements. | 24 x 7 x 4 4 Hours from Problem Diagnosis | 24 x 7 x NBD Next Business Day Response |
| Replacement Parts Delivery | CDS provides replacement parts, to
Original Equipment Manufacturer
maintenance agreement specification,
after CDS has isolated the problem and
deemed parts requirement. Customer may request scheduled deferred maintenance to meet Change Control requirements. | 24 x 7 x 4 4 Hours from Problem Diagnosis | 24 x 7 x NBD Next Business Day Response |
| Target Resolution Times | Target resolutions times are subject to discussion and can be considered on a case by case basis, if necessary. | 24 x 7 x 4 >97% First Time Resolution | 24 x 7 x NBD >97% First Time Resolution |
