Service Level Agreement

Service Level Agreement

Issue DescriptionTargeted Response
Severity 1 Immediate loss of a material amount of revenue, which cannot be recovered through off-line means.24x7x365 response access. Response from Vindicia technical support acknowledging the issue within thirty (30) minutes of reporting by phone. Vindicia and Client both agree to allocate full time resources until the situation is resolved or a workaround is found.
Severity 2 Transactions delayed and will be difficult to recover, OR Inability to receive updated information, OR Other issues that would have substantial customer care impact.6AM – 9PM PT, 7 days/week Response from Vindicia acknowledging the issue within sixty (60) minutes of reporting by phone. Vindicia will work this issue on an extended hours basis until a resolution is identified or workaround has been achieved.
Severity 3 Transactions delay which can be recovered with little or no customer visibility.Business Hours (6AM – 6PM PT, Monday through Friday, excluding Vindicia holidays) Response from Vindicia within two (2) hours during normal business hours. Vindicia will work the issue on a relative priority basis. Workarounds may also be provided.
Severity 4 All other requests.Business Hours (6AM – 6PM PT, Monday through Friday, excluding Vindicia holidays) Response from Vindicia within four (4) hours during normal business hours. Vindicia will work the issue on a relative priority basis. Workarounds may also be provided.
Vindicia CashBox Overview

Vindicia CashBox Overview

Data Sheet

Vindicia Cashbox

Vindicia CashBox SaaS-based subscription billing and recurring revenue platform

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