Support times, written into the contract
This is the SLA table from DROME monitoring contracts, the same one that goes into the sales proposal. Each incident type has a criticality level, a time for us to start working on it and a time to resolve it.
Start of handling
Time from the moment a ticket is opened until someone on our team takes the case and starts working on it.
Resolution
Time until the problem is fixed, either by a remote adjustment or by replacing the equipment.
On-call and business hours
P1 incidents go straight to our on-call team, and work starts right away. For the other levels, the table shows when a deadline counts business hours.
Criticality levels
Total impact on the client, with risk to operations (hospitals and laboratories, for instance).
Example: system unavailable, critical sensors offline.
Partial impact or failure in essential features.
Example: sensors with isolated faults, reports with errors.
Faults that do not affect immediate operations.
Example: report requests, questions.
Improvements, suggestions and customizations.
Example: suggestion for a new type of alert.
Times by incident type
| Level | Incident | Start* | Resolution** |
|---|---|---|---|
| P1 | Total system unavailability (web or app) The system cannot be accessed through any channel, neither the dashboard nor mobile. | Immediate (on-call) | Up to 2 hours |
| P1 | Sensor synchronization unavailable The server is down for receiving data from all sensors. | Immediate (on-call) | Up to 2 hours |
| P2 | Isolated failure in data reading or logging Specific sensors with outdated, incorrect or inconsistent data. | Up to 1 business hour | Up to 8 business hours (remote) or 48 h (replacement) |
| P3 | Issues in report generation Reports that are not generated or not sent correctly. | Up to 2 business hours | Up to 48 business hours |
| P4 | General requests, non-urgent Configuration adjustments, usage questions, improvements or functional support. | Up to 2 business hours | Up to 2 business hours |
| P4 | Request for new sensors Adding sensors beyond those already contracted. | Up to 3 business hours | At least 7 days, because of calibration. Above 5 sensors: 1.5/day. |
* The time to start handling may vary up or down, depending on demand across our support channels.
** Resolution time may vary due to external factors, such as the availability of service providers (M2M mobile carrier, AWS, etc.) and physical shipping time, which depends on location.
Want this SLA in your contract?
It applies to every DROME monitoring contract. Tell us about your setup and a specialist will show you the platform running on equipment similar to yours.