Episerver Premium Support Services

Released: Jan 26 2018

  1. Defintions
  2. Customer Service Level Manager, CSLM (Optional)
  3. Named Technical Advisor (Optional)
  4. 24/7/365 Service Request Availability (Optional)
  5. Episerver SLO upgrade to SLA (Optional)
  6. Initial Response Time Priority 1 Incident (Optional)

The below defined Services are all optional Services that can be provided to Customer. For the Services to be agreed, they must be included in Agreement under the Order Form information. Each optional Service come with additional fees and may also have the option of tiers within the Service. Such tier level must be defined in Order Form.

1. Definitions

Please refer to the Definitions section in the Episerver Services SLA.

2. Customer Service Level Manager, CSLM (Optional)

The Customer Service Level Manager monitors the Service Level Agreement (SLA) performance provided by Episerver Services against what has been agreed between Customer and Episerver. The CSLM Service can be procured in tier levels and each tier level includes a certain level of hours per month for the Service. Service Performance is reported in accordance with the tier level of this Service. This Service is provided during Business Hours only. Business Hours are based on the Region defined in Master Service Agreement under the Order Form information for this option to be available for Customer. Contact Support@Episerver.com or your Sales Representative for more information about this Service.

3. Named Technical Advisor (Optional)

The Named Technical Advisor is a named advisor to Customers providing valuable guidance for technical operations and optimization of their services. The Named Technical Advisor understands the customers’ business needs and will interface with the customer in the management of technical issues as well as collaborating in planning, implementation and skills and knowledge transfer of Episerver Managed Services. The Named Technical Advisor will escalate and drive satisfactory resolution of customers’ technical support, service and infrastructure issues based on Episerver Services. This Service is provided during Business Hours only. Business Hours are based on the Region defined in MSA under the Order Form information for this option to be available for Customer. Contact Support@Episerver.com or your Sales Representative for more information about this Service.

4. 24/7/365 Service Request Availability (Optional)

Episerver Services as standard includes deployments and service requests within the Services 24/5/365 (Business Days) based on Region defined in MSA. If the Customer wants to have possibility to deploy to the agreed Service(s) 24/7/365 (i.e. during weekends and holidays) or have Episerver handle Service Requests 24/7/365, this require an upgrade with this optional Service. This Service must be defined in Order Form information in MSA for this option to be available for Customer. Contact Support@Episerver.com or your Sales Representative for more information about this Service.

Support Hours of Operations

Target Initial Response Time

Target Resolution Time

Reason for Outage (RFO) time

24/7/365

Within 6 Hours

Within 12 Hours

N/A

5. Episerver SLO upgrade to SLA (Optional)

Episerver Services as standard work with Service Level Objectives that we strive to accomplish. SLOs are not warranted under Service Level Agreement and any target response times defined in Standard Support does not warrant for Service Credits if targets are not met. For SLOs to be guaranteed and warranted under SLA it is required that Customer procure this optional upgrade SLO Service. This Service must be defined in Order Form information in MSA for this option to be available for Customer. Contact Support@Episerver.com or your Sales Representative for more information about this Service.

6. Initial Response Time Priority 1 Incident (Optional)

Episerver Services as standard work with Service Level Objectives that we strive to accomplish. For a P1 Incident under Standard Support, Episerver has a target initial response time of no more than 30 minutes. This target initial response time can be upgraded so that new target would be 15-minute initial response time. This Service must be defined in Order Form information in MSA for this option to be available for Customer. Contact Support@Episerver.com or your Sales Representative for more information about this Service.