Here you will find information about:
- Incidents
- Incident priorities
- Response time
- Reporting incidents
- More information
Incidents
An incident is any degradation of the service performance. Incidents will be routed internally to the appropriate team, depending on the case. Incidents (support requests) are covered through the maintenance agreement, and they are free of charge.
Incident priorities
Find more information on the indicent priorities in the following documents available in the Service Desk Portal:
- Service Desk Portal > Resources > SEEBURGER Products > Service Guideline for SEEBURGER Cloud Services > Chapter 3.2
- Service Desk Portal > Resources > SEEBURGER Products > Service Guideline - Customer Information on Technical Support > Chapter “Incident Priorities”
Response time (Service Level Agreement)
The response time is based on your contract (Service Level Agreement (SLA)). Find more information on the response time in the following documents available in the Service Desk Portal:
- Service Desk Portal > Resources > SEEBURGER Products > Service Guideline for SEEBURGER Cloud Services > Chapter 3.3
- Service Desk Portal > Resources > SEEBURGER Products > Service Guideline - Customer Information on Technical Support > Chapter “Service Level Agreement”
Reporting incidents
To report an incident and ask for support, you need to open a ticket. Find more information in this post: Opening tickets via Service Desk Portal
More information
Find more information on Incident Management in the following documents available in the Service Desk Portal:
- Service Desk Portal > Resources > SEEBURGER Products > Service Guideline for SEEBURGER Cloud Services > Chapter 3
- Service Desk Portal > Resources > SEEBURGER Products > Service Guideline - Customer Information on Technical Support