SAPVista - SAP Server SLA
(Service Level Agreement)

This Service Level Agreement (SLA) outlines the response and resolution times for various scenarios related to the provision of SAP Server Access by SAP Vista. The stipulated terms and conditions below are relevant to subscribers on a monthly, quarterly, half-yearly or yearly basis, encompassing all subscription plans.

Support Availability

Support is generally available during business hours 9.00 AM. To 9.00 P.M. (IST). However, please note that limited support will be provided during weekends, public holidays, and festivals.

Service Level Commitments

The following table details the response and resolution times for different scenarios:

Scenario

1 ) Server Unavailability due to Infrastructure Issue :

Response Time :
Within 1 hour

Resolution Time :
Within 4 hours

2) Network Connectivity Issues

Response Time :
Within 2 hour

Resolution Time :
Within 8 hours

3) Backup and Restore Requests :

Response Time :
Within 6 hour

Resolution Time :
Within 12 to 24 hours

4) Performance Degradation :

Response Time :
Within 3 hour

Resolution Time :
Within 16 hours

5 ) Authorization Issues :

Response Time :
Within 6 hour

Resolution Time :
Within 24 hours

*Limited Support during Weekends, Public Holidays, and Festivals

During weekends, public holidays, and festivals, there will be limited support available. Response and resolution times may be extended during these periods.

Contact Information

For support inquiries, please contact: Support@SAPVISTA.Com

Changes to SLA

SAPVISTA-An Altzen Company reserves the right to modify this SLA at its discretion. Subscribers will be notified of any significant changes in advance.

Where to Find More Information

For more details on our services, please refer to our full
Terms & Conditions: (https://www.sapvista.com/terms-and-conditions) and
Pricing: (https://www.sapvista.com/sap-server-pricing) pages.

SAPVISTA-An Altzen Company appreciates your understanding and cooperation. If you have any questions or concerns, please reach out to our support team.

Thank you for choosing SAPVISTA-An Altzen Company.

Last updated : 09-Oct-2023.