サービスレベル アグリーメント(SLA)


重要度のレベル

Severity is defined as the impact an issue has on the Customer’s ability to conduct business. Restoration targets are based on the Severity level assigned to an incident by PureCloud Customer Care.

Priority is defined as the Customer designated level of importance and is used as a weighting factor when defining the Severity Level of an incident. 

PureCloud Customer Care orders issues based on the Severity level..

問題の重要度 定義
1 – 重大な影響 (コード レッド)  The customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.
2 – 影響・高  The customer is able to perform job functions but performance is degraded or severely limited.
3 – 影響・中  The Customer’s ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. A   workaround is available.
4 – 影響・低  PureCloud is available and operational; trivial impact to Customer’s business operations or Customer requires information or assistance on the   PureCloud Service capabilities or configuration.

The characteristics set forth in the above table are used to identify the criteria for the severity of a Customer’s case. The assigned severity level for an issue may be mutually re-determined by both Genesys and the Customer during the issue resolution process, but Genesys shall have the final authority as to the actual Severity designation.

目標初動対応時間

All target initial response times apply to business hours Monday through Friday, 8:00am to 5:00pm customer local time. Severity 1 or Critical impacting incidents are supported and responded to 24x7x365.

メモ: 直ちに解決できない再現可能なエラーは、上位レベルにエスカレートされ、さらに調査と分析が行われます。
重大度レベル 標準初動対応時間
1 – 重大な影響 (コード レッド)

 Severe impact or degradation to the Customer’s business operations caused by intermittent disruption of Genesys PureCloud Service.

 Response Target: 10 min. (phone)

2 – 影響・高

 Genesys PureCloud Service is available and operational; moderate impact to the Customer’s business operations.

 Response Target: 1 business hour (web)

3 – 影響・中

 Genesys PureCloud Service is available and operational; nominal adverse impact to the Customer’s business operations.

 Response Target: 2 business hours (web)

4 – 影響・低

 

 Genesys PureCloud Service is available and operational; no impact to the Customer’s business operations or the Customer requires   information or assistance on the Genesys PureCloud Service capabilities or configuration.

 Response Target: 1 business day (web)

Time to Restore and Time to Resolve

The objective of PureCloud Customer Care is to restore functionality as quickly as possible. For non-platform issues, the time to restore timer starts when the customer engages PureCloud Customer Care.

Time to restore is the amount of time a Customer is impacted before functionality is restored. 

Time to resolve is the amount of time it takes to resolve the root cause of an issue. 

Time to restore targets are based on Severity.  

目標修復時間

PureCloud Customer Care analysts aim to reach restoration of your issue within the following target restoration times.

 

問題の重要度 修復目標
1 – 重大な影響 (コード レッド)  4 hours
2 – 影響・高  2 business days
3 – 影響・中  5 business days
4 – 影響・低  NA

SLAs and credits

We will make the PureCloud Service available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime, except for the following “Uptime Exclusions”: (i) occasional planned downtime at non-peak hours (for which we will provide advance notice); or (ii) any unavailability caused by circumstances beyond our reasonable control, including failure or delay of your Internet connection, misconfiguration by you or any third party acting on your behalf, issues on your network, or telecommunications services contracted directly by you.

However, if our service uptime falls below the following thresholds in any one month billing cycle (not including any Uptime Exclusions), you may request a credit within thirty (30) days after the month in which the uptime fell below threshold. Upon Customer’s valid request, we will provide upon customer request the stated credit against the following month’s invoice. For annual term contracts, we will provide the applicable cash refund as a credit to the pre-paid balance or a cash refund, at the customer’s discretion. 

アップタイム % クレジット返金率(%)
99.99% 未満 10%
99.0% 未満 30%

協力

PureCloudテクニカルサポートがエラーを解決するには、そのエラーには再現性がある必要があります。お客様は、その要請があり、そして適切な範囲内で、診断やトラブルシューティングの実施を含め、エラーの再現に関して、PureCloudに協力するものとします。また、サポートチケット単位でのお客様の承認を条件として、ユーザーは、トラブルシューティングの目的でPureCloudのアプリケーションおよび / またはデスクトップシステムへのリモートアクセスを許可するよう求められることがあります。

追加保証

PureCloud製品とサービスに関連する追加保証に関しては、ご利用条件を参照して下さい。