Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring, measurement and reporting of in-scope services and related components.
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
1. 8:00 -17:00 CET, Mon-Fri, excluding Public Holidays in Norway
2. Automated service monitoring, 24×7, 365 days per year
The following measurements will be established and maintained by Cobuilder to ensure optimal service provision to the client:
In support of services outlined in this Agreement, Cobuilder will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
- Expected response times for acknowledgement of a service request or reporting an incident