SML support

This page explains how and when to get support for SML issues. The support is handled by DIGIT B4 CEF 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).

SML SLAs

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

Standard Service: 08:00 18:00 Central Europe Time/Belgium

  1. Critical, an incident will be classified as "Critical" when the service does not work; critical functions or totally unusable IS causing a major impact (unavailability);
  2. Urgent, an incident will be classified as "Urgent" when it is possible to use the service but limited in daily work (deteriorated method): large but not critical part of IS which can have an impact for the users;
  3. Normal, an incident will be classified as "Normal" when it does not affect production or limited loss of functionality;
  4. Low, an incident will be classified as "Low" for all other calls, without priority

Standby Service: 18:00 08:00 Central Europe Time/Belgium

  1. Critical, an incident will be classified as "Critical" when the service does not work; critical functions or totally unusable IS causing a major impact (unavailability);
  2. Urgent, an incident will be classified as "Urgent" when it is possible to use the service but limited in daily work (deteriorated method): large but not critical part of IS which can have an impact for the users;

Note: During the Standby only calls are supported, emails will be treated the next day at 08:00 AM

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