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 (CEF-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).

SML SLAs

Standard ServiceStandby Service
PrioritySerivce LevelTargetSerivce LevelTarget
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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