Guys, you are stretching the capacity of the system. Please remember, that this system has no SLAs!
Ping me if you are interested in knowing how to run some of the APIs on your own premises - use firstname@lastname.com to reach me….
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 @) 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