Support Service Level Agreement
Depending on whether you have booked dedicated live support or not, we offer separate response times. We prioritize based on impact and urgency.
Impact
refers to the number of voters/administrators who are affected
High:
All Voters and/or Administrators
Normal:
Some Voters and/or Administrators
Low:
Individual Voter and/or Administrator
Urgency
is how critical the issue is for the customer (time)
High:
Issues preventing voters from casting their ballot, or preventing administrators from counting the results or activating their ballot, or network outages.
Normal:
Issues that could prevent a group of voters from casting their vote, or administrative staff making changes to the live vote.
Low:
Issues that are a nuisance (e.g. problems for which workarounds are available) or problems that can be fixed during normal maintenance.
Depending on the impact and urgency, the priority is set, as you can see here:
Urgency Impact High Normal Low High Critical High Normal Normal High Normal Low Low Normal Low Low
With booked Live Support
Priority Response Time Resolution Time Critical 0,5 hours 4 hours High 0,5 hours 8 hours Normal 0,5 hours 8 hours Low 0,5 hours 36 hours
Without booked Live Support (business hours only)
Priority Response Time Resolution Time Critical 4 hours 8 hours High 8 hours 16 hours Normal 16 hours 36 hours Low 24 hours 48 hours