Support SLA

Welcome to the SmartDEM Support Service Level Agreement (SLA).

This guide explains how our support works, how we respond to issues, and what you can expect when you contact us.

1. Overview

This SLA explains:

• How to contact the SmartDEM support team

• Our response and resolution times

• How we classify issues

• What’s included in support

• When service credits apply

• How SLA breaches are handled

Our goal is to keep SmartDEM running smoothly and to support you quickly whenever you need help.

2. How to Contact Support

You can reach the SmartDEM helpdesk by:

• Telephone (Business Hours + 24/7 critical line)

• Email

• Jira Helpdesk Portal

Our helpdesk operates during normal Business Hours and is staffed by trained support engineers. A dedicated telephone number is available outside Business Hours for critical issues only.

Please make sure all SmartDEM support requests are logged through the helpdesk.

3. Issue Severity Levels

When an issue is reported, we assign it a severity level. This helps us prioritise appropriately.

Critical

• SmartDEM is unavailable or completely inoperable

• A core function cannot be used at all

Serious

• A core function is significantly impaired

Moderate

• A core function is affected but still partly usable

• OR a non-core feature is severely impacted

Minor

• Small issues, cosmetic issues, or minor impairments

• No major impact on operations

We will always assign the severity level fairly and reasonably.

4. Response Times

We aim to respond as quickly as possible. Maximum response times are:

Severity	Maximum Response Time
Critical	1 Business Hour
Serious	4 Business Hours
Moderate	1 Business Day
Minor	5 Business Days

Our first response will include:

• Confirmation we received your request

• Initial diagnosis (where possible)

• Expected next steps or timeline

5. Resolution Times

We work continuously on issues until they’re resolved.

Severity	Maximum Resolution Time
Critical	2 Business Hours
Serious	8 Business Hours
Moderate	2 Business Days
Minor	5 Business Days

6. What’s Included in Support

Our team provides:

• Technical support

• Troubleshooting

• Help with errors and incidents

• Remote assistance

SmartDEM support is delivered remotely unless we agree otherwise.

7. What’s Not Included

Support does not cover:

• General product training

• Issues caused by the incorrect use of SmartDEM

• Duplicate tickets for the same issue

• Configuration changes made without our approval

• Problems a trained user could resolve themselves

If you're unsure which category your request falls into, our team will help

9. SLA Breach Process

If you believe there has been an SLA breach, here’s how the process works.

Step 1 – Tell Us

Notify us within 48 hours, including:

• Description of the issue

• Date/time it happened

• Any evidence

• Impact on your organisation

We’ll confirm receipt within 24 hours.

Step 2 – We Investigate

We perform an initial investigation within 10 Business Days and will confirm whether a breach occurred.

Step 3 – Root Cause Analysis

If confirmed, we will carry out:

• Root cause analysis (RCA)

• A corrective action plan

• Preventive measures

• A timeline for fixing the issue

You can review and approve this plan.

Step 4 – Resolution

We implement the agreed solution and keep you updated until resolved. You will receive verification results once complete.

Step 5 – Escalation (if needed)

If you are unhappy with the outcome:

1. Retail Partnership Manager

2. Operations Director

3. Managing Director

Step 6 – Final Report

Within 14 Business Days of closing the breach, we will send you an incident report including:

• What happened

• The root cause

• Actions taken

• Verification

• Any service credits applied

10. Need Help?

Our support team is here to help you whenever you need us. You can access support here.