HRZ® EVOLUTION Service Desk Hours and

Service Level Agreement (SLA)


Customer Support Hours of OperationMonday – Friday 7:00 am – 5:00 pm (CT) excluding HRIZONS holidays as published:  
Our Offices are Closed During the Following US Holidays:New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Thanksgiving Day after
Christmas Eve Day
Christmas Day 
*If Holiday falls on Saturday, holiday is recognized on Friday prior
*If Holiday falls on a Sunday, holiday is recognized on the following Monday
Customer Contacts Authorized to Contact SupportUp to three (3) named contacts to be listed as System Administrators.  
Service Request via HRIZONS Customer Portal available on the web and accessed using an internet browserAccess provided to System Administrators responsible for submitting and managing service requests.  
Knowledgebase and Training DocumentationIncluded  

Service Request Response Time 

SLA Type Definition Response time within Service Hours Response time outside of Service Hours* Service Hours  (Mon-Fri) 
High (P2) Impact business critical processes or more than ten business users Same or next business day Next  business day 7 a.m. to 5 p.m. (CST/CDT) 
Medium (P3) All other Service Requests Next business day Within 3  business days 7 a.m. to 5 p.m. (CST/CDT) 

*Excludes recognized US Federal holidays.  Example: If Monday is a Federal holiday, then a submitted P2 service request on Friday 5 pm would be responded to by Tuesday 6 pm.   

Engagement Response Time  

Request Type – SLA Type3 Definition Start of Engagement1 
High (P2)  Urgent Request Configuration change or knowledge transfer to address specific issue Within 3 business days 
Medium (P3)  Small Project Service requiring Up to 10 Hours Within 5 business days 
Medium (P3)2  Medium Project Service requiring between 11-50 Hours Within 10 business days 
Medium (P3)2  Large Project Service Requiring more than 50 hours Within 15 business days 

1Start of engagement will be based on the availability of a qualified Consultant. 

2A timeline with critical project milestones will be defined for Medium and Large Projects. 

3SAP Support is required for “bug” fixes and may impact timing and resolution and is outside of HRIZONS’ control.