Q&A on SOLABS' Service Level Agreements

1- Does SOLABS offer Level I Support? 

Yes. SOLABS offers Level I Support in client-specific statement of works. 

See: More information on services (Ad hoc training, backup admin, etc.)

System Owners are responsible for setting up Level I support for clients and establish Incident Management processes. 

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 important to know as a client about Level II Support? 

Unlimited Level II support is offered under the terms of SOLABS' base SLA.  

• Clients must provide 2-3 Support Contacts (i.e. Authorized Level II Contacts) that are allowed to communicate with SOLABS for incidents. The contact details will be provided to SOLABS before Go-Live date and will be the only point(s) of contact for communication from the SOLABS Support The Customer is responsible for contacting SOLABS Support to update these contact details whenever they change.
• Clients must provide one single email address (distribution list such as support_solabs@client.com) that will be used as the communication point for Support incidents from SOLABS to the Customer. This email can also be used to issue communications on maintenance and releases. Authorized contacts can use their own email to communicate with SOLABS.  

3- How do authorized contacts report issues to SOLABS?

See: Reporting a Level II Support Issue to SOLABS   

4- 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 license, maintenance, and support SLA: Support - Service Level Agreement SOLABS QM