What are the Inspiria support and service center SLA settings?

Here at Inspiria, we commit to giving our clients the most professional, attentive and rapid service. We recognize the importance of support services even long after the process of specification, implementation and deployment is over. SAP system and add-ons support at the highest standard of professionalism and availability is crucial to the continuation of the relationship between you, the client, and us.

We respect that you have joined our exclusive client club, and commit to act according to the following SLA (Service Level Agreement) with transparency and fairness.

Professional support and training available directly from the project managers

Response	SLA
On week days and Sunday-Thursday 9:00-17:00 Eve of holidays 9:00-12:00	Service hours available
	Response time
​6 hours A malfunction that does not interfere with execution of main work processes	Maximum response time for a minor malfunction
4 hours A malfunction that disables up to half of system users	Maximum response time for an urgent malfunction
2 hours A malfunction where none of the system users can work	Maximum response time to a disabling malfunction

Initial response to a service call will be made within an hour of receiving the request, provided that the service call was made up to two hours before the end of the service center operating hours, otherwise the initial response will be provided during the following work day.

-The support reports will be recorded in units of 15 minutes.