Service levels for incident handling

1. An incident is a situation that negatively impacts the operation of the agreed services in the Agreement for Services (‘Incident').

2. Incidents can be reported at https://support.effectory.com/, directly at Effectory Helpdesk staff, or other Effectory employees.

3. An Incident involving personal data is handled according to data breach procedures agreed in the Data Processing Agreement.

4. Incidents (not involving personal data) are prioritized as follows:

5. Resolution time counter starts after Effectory confirms the Incident and priority.

6. Effectory grants that 90% of Incidents are solved within indicated resolution times.

7. Examples to clarify prioritization of Incidents:

Priority 1 – Urgent:

• All users cannot access Effectory applications.
• All users cannot fill out survey questionnaires during response period.

Priority 2 – High:

• Some users cannot fill out survey questionnaires during response period.
• Feedback results cannot be accessed but should be able to.
• Application crashes/ indefinite loops.
• Incorrect function flow leading to unreliable feedback results.
• One or several major functionalities cannot operate.

Priority 3 – Medium:

• A single user cannot access feedback results but should be able to.
• A single user cannot access Effectory system.
• A single user gets application crashes/ indefinite loops.
• Faulty or missing hints and error messages.
• Missing validation rules for some questionnaire fields.
• Wrong translations leading to functional mistakes.
• Results do not seem to make sense, and requires investigation.

Priority 4 – Low:

• User interface looks different than expected, but is functionally correct.
• Poorly translated texts but still understandable.
• Small problems which do not impair functionality.
• Minor flaws in user interface styling.

Examples to clarify timelines of Incidents: