Service Level Agreement

Support Services

  • Technical Support Services (hereafter known as Support) are defined as technical answers and advice pertaining to the usage on supported services.
  • Support will be provided by an Cumulocity Technical Support Engineer (hereafter known as Engineer) via the Cumulocity Support System website, email or by telephone (at the engineer's discretion).
  • Actions may need to be performed by the Customer under the direction of the Engineer.
  • Support excludes hands-on consulting, project management, software development, formal training, device troubleshooting and connectivity troubleshooting. Requests beyond the scope of the Support definition may be referred to other departments of Cumulocity and would be the subject of a separate agreement, including the payment of additional fees. No additional fees will be charged without notifying and receiving agreement from the customer.
  • Support may not be transferred or sold; Support must be provided by Cumulocity to company purchasing support.

Resolution

  • Resolution of a Support Request is attained via one of the following:
    1. Accomplishment of the goals or normalization of the symptoms described in the initial contact,
    2. Mutual agreement that these are unattainable through Support, due to code restrictions, feature limitations, or other reasons, or
    3. Customer not responding to a communication from Cumulocity in 5 calendar days.
  • Engineer will employ reasonable efforts to perform the services requested and to communicate the reasons for workarounds and/or limitations in Support.
  • Customer acknowledges that Engineer's ability to provide Support depends on the completeness and accuracy of information provided by the Customer. Customer additionally acknowledges that certain requests may not be supportable, whether due to software limitations, or other reasons; and that Cumulocity will recommend workarounds if possible, but cannot guarantee a resolution to every request.
  • Customer acknowledges that the Engineer may require access to the Customer's data to execute the Support.

Response Time, Hours, and Language

  • Support is provided during business hours, from 8 a.m. to 6 p.m. CET. Only in case of critical incidents, and if customer is subscribed to "Enterprise"-level support, the support is provided 24 hours a day, 7 days a week, 365 days a year.
  • All support incidents filed through the Cumulocity Support System website have a guaranteed initial response period attached (see Support Levels below). The guaranteed initial response means that Cumulocity will respond and begin working on the incident within the time window of the incident, and aim to close it as rapidly as possible.
  • The initial response time for critical incidents under the "Enterprise" support level only applies to incidents filed via phone.
  • Support will be provided in U.S. English language only.

Availability

  • Cumulocity will provide 99.9% availability. The SLA for availability does not include the planned downtime for software upgrades and other maintenance tasks.
  • For downtime (planned and unplanned), the Cumulocity team will provide an announcement in the "Announcements" section of the help center and also provide the expected time when the system will be available back.

Support Levels

Support channel Business Enterprise
Community X X
Support site X X
Phone - X
Max Initial Response Time
 Critical Incidents 4 Business Hours 1 Hour
 Major Incidents 2 Business Days 4 Business Hours
 Minor Incidents 2 Business Days 2 Business Days

Incident Levels

'Critical Incidents' are incidents that severely affect the Customer's service performance (in particular capacity, traffic, billing, charging, maintenance) on a production system and require immediate corrective action. Examples:

  • Any loss of service that is comparable to the total loss of effective functional capability of an entire switching or transport system;
  • Any reduction in capacity or traffic handling capability such that expected loads cannot be handled;
  • Any loss of safety or emergency capability;
  • Inoperative system (total outage, system drop to open boot prompt);
  • System with considerable restrictions on the management of the system;
  • Loss of any traffic, statistics or charging data;
  • Considerable redundancy losses.

'Major Incidents' are incidents that also severely affect the Customer's service performance, however the urgency is less than with Critical Errors because of a lesser immediate or impending effect on system performance, Customer and Customer's operation. Examples:

  • Major system function is unavailable or degraded;
  • Recurring software failures;
  • Resource scheduling conflicts;
  • Reduction in any capacity/traffic measurement function;
  • Any loss of functional visibility and/or diagnostic capability;
  • Short outages equivalent to system or subsystem outages, with accumulated duration of greater than two minutes in any 24-hour period, or that continue during longer periods;
  • Degradation of the system's serviceability;
  • Corruption of system or billing databases.

'Minor Incidents' are incidents that do not fall in the above categories of Critical or Major. Minor Errors do not significantly impair the system performance. These problems are tolerable during system use. Examples:

  • Failure in software component that is non critical;
  • Failure of redundant component;
  • Less significant failure of the deliverables such as processor restarts with no traffic impact;
  • Some adverse impact on the network or a relevant subsystem of the network that affects call processing, traffic handling or subscriber service in some manner;
  • Serious inefficiency of O&M functionality;