1- Does SOLABS offer Level I Support?
No. SOLABS offers Unlimited Level II support under the terms of its base SLA. System Owners are responsible for setting up Level I support for clients and establish Incident Management processes.
Reference: Support - Service Level Agreement SOLABS QM
The following Template can be used for System Owners as a reference to document and implement Incident Management for SOLABS QM. SOLABS QM 10 Security and Incident Management
2 - What is Level I Support?
Level I support provided to system users by Clients with regards to the use of standard software functionalities e.g., how do I create a new user, how do I create a new document, Changing System Configurations, etc. These functionalities are defined and explained in the Documentation.
3- What is important to know as a client about Level II Support?
- Clients may provide 2 Support Contacts which can communicate Support incidents. SOLABS accepts a third contact, if an IT Specialist, when none of the first 2 are IT specialists. Clients are responsible for contacting SOLABS Support to update these contact whenever they change.
- Clients must provide one single email address (distribution list e.g. firstname.lastname@example.org) that will be used as the communication point for Support incidents from SOLABS to the Clients. This email will also be used to issue communications on maintenance, releases, etc. Authorized contacts can use their own email to communicate with SOLABS. Client is responsible for directing communications from this email
address to Support Contacts provided to SOLABS.
4- How do authorized contacts report issues to SOLABS?
5- How can I follow-up as a Client with open requests (CREQs)?
A CREQ Report is sent to clients weekly. It is sent to the "distribution list" email provided by clients. This report shows all opened Customer Requests (CREQs).
Full and complete SLA: Support - Service Level Agreement SOLABS QM