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 9^th 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

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);
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;
Normal, an incident will be classified as "Normal" when it does not affect production or limited loss of functionality;
Low, an incident will be classified as "Low" for all other calls, without priority

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

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);
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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