SLA
Service Level Agreement
Service incidents are classified in several priority categories according to their severity. Carp Data is committed to respond to requests within the time frames described in the table below:
| Severity | Description and response time frame |
| Information |
You are requesting some additional information about our products that is not available either on our Web site or in the product documentation. Example: “Please could you provide us with the encryption level of your SSL certificate?” Response time frame: 48 hours |
| Question |
You are asking a detailed question about a feature or platform support for one of our products. Example: “Are you able to perform date calculations on our text date-field?” Response time frame: same day |
| Enhancement request |
You are requesting a new feature to be integrated into one of our products. Example: “We would like Carp Data Journey to be able to export directly into our billing system.” Response time frame: one week Note: If the enhancement request is accepted, the planned release date for the feature is given for information only. It does not represent a commitment from Carp Data. |
| Minor problem |
You are reporting a problem with a Carp Data product that does not affect its main features. Example: “The bar graph image does not print entirely on one page with our printers.” Response time frame: 8 hours Workaround time frame: 48 hours Bug fix time frame: next maintenance release |
| Major problem |
You have encountered a problem with a Carp Data product that prevents its main features from working. The product cannot be used as described in its documentation. Example: “Carp Data Journey does not recognize our ftp file and is not loading new data.” Response time frame: 4 hours Workaround time frame: 24 hours Bug fix time frame and incident report: 1 week |
| Critical problem |
A problem with a Carp Data product prevents the computer it is running on from doing its main tasks. To be classified as critical, the problem has to directly impact your business. Example: “The Carp Data Journey application website is returning a 404 file not found error.” Response and workaround time frame: 2 hours Bug fix time frame and incident report: 48 hours |
