This page explains how and when to get support for SML issues. The support is handled by DIGIT eDelivery SUPPORT. You can reach them by email (EC-EDELIVERY-SUPPORT[AT]ec.europa.eu - replace [AT] with @ - changed in September 2022!) as well as by phone (phone number was send out to TICC mailing list on June 9th 2015).
Standard Service | Standby Service | |||
---|---|---|---|---|
Priority | Serivce Level | Target | Serivce Level | Target |
Critical |
2 working hours
4 working hours
|
80%
80%
|
4 hours
|
90%
|
Urgent |
4 working hours
6 working hours
|
80%
80%
|
8 hours
|
80%
|
Normal |
10 working hours
20 working hours
|
80%
80%
|
NA – will be handled the next morning/day
|
NA
|
Low |
20 working hours
40 working hours
|
80%
80%
|
NA – will be handled the next morning/day
|
NA
|
Note: During the Standby only calls are supported, emails will be treated the next day at 08:00 AM