Urgent: System unavailable. No workaround available. All users affected. Loss of critical functionality. Client/financial impact risk.High: Moderate system degradation. Many users affected. Non-critical application failure. Work can reasonably continue in…
Definition: time within which Linc will endeavour respond with an action plan for the issue. Urgent: 2 business hoursHigh: 4 business hoursMedium: 6 business hoursLow: 8 business hours
Definition: time within which Linc will endeavour to resolve the issue, unless otherwise agreed with you, based on the plan of action. Urgent: 4 business hoursHigh: 6 business hoursMedium: 10…
The response and resolution times are guidelines which we endeavour to achieve, but are not guaranteed.If your organisation is subscribed to a fixed monthly support fee with us, there are…
If your organisation is subscribed to a fixed monthly support fee with us, the following ticket types are included in your monthly fee: IssuesUser HandholdingSystem Administration
Once the specification has been confirmed, development requests are scheduled on a weekly basis for the work to be done by the development team.The minimum lead time for a development…
Definition: Deployments (or installations) of updated apps/extensions to your live environments are required to roll out new features (development requests) or bug fixes. Testing and approval of the underlying development…