Microsoft Dynamics 365 Business Central
Sysco will use its best efforts to respond as soon as possible within response time below depending on the severity of call.
Support issues are logged as received and afforded a priority based on the assigned priority from the client or with discussion. The following priority levels have attached response times that Sysco have set as objectives.
Support request responses will be within the following time scales:
|Priority 1||Urgent – complete failure of the Software||Causes Operational procedures to stop. No work around available||Response within 1 normal working hour. |
Sysco shall restore the Software to a state that allows Client to continue to use all functions of Software in all material respects within 1 working day after the priority/response time has elapsed.
|Priority 2||Important – partial failure of the Software. Some critical functionality unavailable||Operational procedures can continue. Temporary workaround in place.||Response within 3 normal working hours. |
Sysco shall within 3 working hours of the Priority 2 response time provide a temporary release or update release that allows the Client to continue to use all functions of the Software in all material respects. Sysco shall provide a permanent correction as soon as possible and no later than 2 working days after receipt of support request.
|Priority 3||Medium – minor functionality of the Software not available||Minimal Operational impact|
Response within 1 working day.
Sysco shall provide a permanent correction no later than 3 working days after receipt of support request.
|Priority 4||Support Query or Modification (outside original project scope)||No immediate operational impact|
Response within 2 working days.
Sysco shall provide a permanent correction no later than 5 working days after receipt of support request.