Microsoft Dynamics 365 Business Central

Dynamics 365 Business Central SaaS Localisation Starter Pack for the Republic of Ireland
Response Times

Software Incidents

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.

Response Times  

Support request responses will be within the following time scales:

Problem

Priority

StatusImpactSupplier Response
Priority 1Urgent – complete failure of the SoftwareCauses Operational procedures to stop. No work around availableResponse 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 2Important – partial failure of the Software. Some critical functionality unavailableOperational 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 3Medium – minor functionality of the Software not availableMinimal 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 4Support 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.

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