Service Level Agreement - Support
While Regiondo naturally tries to respond as quickly as possible to all requests for the use of Regiondo, requests that affect the production applications of our partners have priority. "Production" is defined as an instance of the Regiondo software that is actively used by our customers in their day-to-day business.
Test systems or environments are not included.
The prioritization of incoming tickets is based on the service package booked and the impact on the use of Regiondo.
In case of such a scenario, the partner will contact our support team via email -
The SLA time begins after the partner notifies our support team by email. The SLA is only valid during business hours (Monday - Friday, 9:00 - 19:00 and Saturday-Sunday, 9:00 - 17.00 German and English only) and refers to the First Response time of our support team.
Test systems or environments are not included.
The prioritization of incoming tickets is based on the service package booked and the impact on the use of Regiondo.
In case of such a scenario, the partner will contact our support team via email -
The SLA time begins after the partner notifies our support team by email. The SLA is only valid during business hours (Monday - Friday, 9:00 - 19:00 and Saturday-Sunday, 9:00 - 17.00 German and English only) and refers to the First Response time of our support team.
|
service package
|
SLA – First reaction time (h)
|
|---|---|
|
Enterprise
|
4
|
|
Advanced
|
6
|
|
Starter
|
8
|
|
Free
|
10+
|
A personal contact person is exclusively part of the Enterprise Service Package.
IT / Service Level Agreement (Error message and correction)
If errors in the production application are reported by our partners, these are passed on to our IT department by the support team. You will find an explanation of the IT Service Level Agreement under IT Service Level Agreement.
Request for new functions (Feature Requests)
External requests that include new requirements and features can be sent by our partners via email to our support team.
Basically, we treat each message as a request for a new feature, according to the motto "It would be really helpful if Regiondo could do this or that". Requests for new features will not be considered within the Service Level Agreement times.
Basically, we treat each message as a request for a new feature, according to the motto "It would be really helpful if Regiondo could do this or that". Requests for new features will not be considered within the Service Level Agreement times.
Handling of requests
- The request of a function does not guarantee that the requested functionality will be as described by the requestor or implemented at all.
- The number of requests influences our decision to implement the new feature, but cannot be considered a primary motivator. However, there is usually a strong correlation between our vision and the number of requests for a new feature.
- Our development team defines a development roadmap. Our roadmap is influenced by several factors, including our vision for Regiondo, feedback and requirements from internal users, and the analysis of external functional requirements.
- We do not set a due date for the implementation of a feature and do not undertake to publish a feature on any particular date.
- If the implementation of a new function does not meet our expectations, we may move the function to a later release date.
- Unfortunately, it is not always possible to provide a detailed response to every new feature request. However, we do record all new feature requests for later analysis.