What is the Support & Maintenance SLA?

What is the Service Level Agreement (SLA)?

The Service Level Agreement (SLA) defines our commitment to responding to and resolving issues reported through the Vodjo Support Center.

Our Support & Maintenance service is available 24 hours a day, 7 days a week (24×7) for receiving support requests.

Once a ticket is submitted, our team will review and assign the appropriate priority based on the severity and business impact of the issue.

What is the Response Time?

Response Time is the time it takes for our Support Team to acknowledge your ticket after it has been submitted.

Our standard Response Time is:

• Within 1 hour from the time the ticket is received.

Please note that acknowledging a ticket does not necessarily mean the issue has been resolved. Our team may contact you for additional information before proceeding with the investigation.

How are ticket priorities determined?

Our Support Team determines the ticket priority based on the severity and impact of the reported issue.

Urgent (Severity 1)

Use for critical issues where the application or service is completely unavailable.

Examples include:

• Production website is down
• Users cannot access the application
• Critical system outage
• Major functionality is completely unavailable

Target Resolution Time: Within 4 hours from the time the issue is reported.

High (Severity 2)

Use for issues that severely restrict the normal operation of the application but do not result in a complete outage.

Examples include:

• Major business process cannot be completed
• Important feature is not functioning correctly
• Significant number of users are affected

Target Resolution Time: Within 24 hours from the time the issue is reported.

Medium (Severity 3)

Use for issues that affect application functionality but have a limited business impact.

Examples include:

• A feature behaves unexpectedly
• Minor functional issue
• Temporary workaround is available

Target Resolution Time: Within 1 business day from the time the issue is reported.

Low (Severity 4)

Use for minor issues, cosmetic defects, or requests that do not significantly impact normal system operation.

Examples include:

• Typographical errors
• User interface alignment issues
• Minor display problems
• Non-critical enhancements

Target Resolution Time: Within 5 business days from the time the issue is reported.

Who determines the ticket priority?

Although you may indicate the urgency of your request, the final ticket priority is determined by the Vodjo Support Team after reviewing the issue, its business impact, and its severity. This helps ensure that critical issues are addressed first and support resources are allocated fairly.

Does the SLA apply to Change Requests or Feature Requests?

No.

The SLA described above applies only to Incidents covered under the Support & Maintenance agreement.

Change Requests and Feature Requests require analysis, effort estimation, and, where applicable, customer approval before implementation. Their delivery timeline will be communicated separately after the review process.

What can I do to help resolve my issue faster?

To help us investigate your issue efficiently, please include:

• A clear description of the problem
• Steps to reproduce the issue
• Screenshots or screen recordings (if available)
• Error messages (if any)
• The affected URL or page
• The browser, operating system, or device being used

Providing complete information when submitting your ticket helps reduce investigation time and enables our team to resolve the issue more quickly.