Service Level Definition
Flyware SLA Support Model
Flyware´s service desk is located in Iceland and operates 24/7 on a First Level Support scenario. Customer that have an active agreement with Flyware have unlimited access to Flywares service desk through email.
Within the support and service realm there are a number of processes and management involvement, all based in the ITIL infrastructure support model.
All support staff have a development background, domain knowledge and are involved in daily activities in terms of development as well. We answer all support calls within the hour, and start solving issues within four hours from service call.
Additional Service Level Available - Monitoring
eLoadsheet contains a set of features that provide information on the health status of the application and certain database parameters. The information is gathered and maintained in a monitoring agent that connects to a monitoring system.
Actions within the system above or below defined thresholds trigger notification of the situation – whether it is derived from failure or as a preemptive measure to take action against.
Additional Service Level Available - Priority Service
Priority Service can be added to increase the level of support for addtional requirements. Customers with urgency requirements can add the Priority Service to the general included Support Level and will have access to
The priority services guarantees direct access to the Flyware Support Hotline 24/7 and guaranteed response time of a maximum 4 hours.
