SLA terms of OptimaSales CRM service

We provide the OptimaSales CRM service at an SLA level of 97.5% uninterrupted uptime per month. SLA stands for Service Level Agreement.

The scope of such an agreement informs you of the quality of the IT service. Its performance, response and repair times to incidents.

 

Error category
Response time
Repair time
Hours of operation
Critical error
Complete inability to access application or data		 Up to 30 minutes Up to 4 hours , and in the event of a total
infrastructure failure up to 24 hours		 9 am – 10 pm, 365 days a year
Important error
Error related to the impossibility of execution of an essential function in the program		 Up to 2 hours Up to 8 hours Mon-Fri 9 a.m.-5 p.m. on working days
Normal error
Other errors preventing the correct
execution of program functions		 Up to 8 hours Up to 3 days Mon-Fri 9 a.m.-5 p.m. on working days