How do we handle Service Level Agreements?
The Service Level Agreements (SLA) in SunDevs establishes indicators that can be measured and can be used to regulate the service we provide while ensuring compliance with the expectations of our customers. Expectations are managed by ensuring that requests made through the Service Desk are managed according to priority.
Processing Times
Response times, types of requests, and priorities have been established to ensure the correct flow of follow-ups and resolutions to requests. Depending on the type of request you make, there is a precise time for first contact and solution or response to that request, all of this will depend on the priority you assign.
Type of Application | Priority | Time of first Response | Maximum Resolution Time |
|---|---|---|---|
Low (Does not affect the system or business operation)(changes of texts, images, generation of a report) | 4 Business Hours | 40 Business Hours | |
Medium (Affects business but isn't blocking the process completely.) | 2 Business Hours | 16 Business Hours | |
High (Affects business and is blocking parts of the process) | 1 Business Hour | 8 Business Hours | |
Highest Affects all of the business and is blocking the entire process.) | 1 Business Hour | 2 Business Hours |
The priority will be reassessed when receiving the request since the context of the request determines the urgency in which the case should be handled.
What support is provided through the Support Desk?
Receive requests made through the portal (New Requirement, Technical Support, Report Error, other types of requests) belonging to the products or projects developed by SunDevs or agreements with entities where some type of activity is being managed.
Follow-up to each of the requests according to the terms placed on them.
Response and/or solution to each of the requests received.
Explanation of process management when products or projects have no documentation available.
What kind of support does the Support Desk does not provide?
Requests that have not been made through the support desk, which are not tracked or do not have records.
Products that are not agreements or developed by Sundevs.
Explanation of management or behavior in projects or products that have up-to-date documentation.
A request will be closed when no response is obtained from the customer for a certain period (within 2 days of receiving no response it will be notified that the case will be closed at the end of 4 days)
Business Hours
The schedule of personal, telephone, and case tracking customer service is from Monday to Friday from 8:00 am to 6:00 pm, Colombian time.
Exception: Highest Priority Cases: that affects the business and cannot operate. In such cases, they will have 24/7 customer service.
Contact channel
Through this channel, you can contact us for information about your requests
Related Content:
Request type Technical Support and Other questions