Service level agreement
Outside of the 30 day warranty period (where all fixes and support are included) it is recommended that the client takes out a support contract in order to receive fixes to their site and support for their employees. Yammayap's support performance standards, as follows...
- Priority 1 fault - unable to work - 1 hour to respond - the support services team will start remedial work immediately and will resolve the issue as soon as practically possible after the event.
- Priority 2 fault - working but a major fault - 2 hours to respond - the support services team will aim to resolve the issue within 1 working day.
- Priority 3 fault - working but a minor fault - 1 working day to respond - the support services team will aim to resolve the issue within 5 working days.
- Priority 4 fault - minor fault for next enhancement - 2 working days to respond - the support services team will resolve the issue at the next software release or as agreed with the Client.