HRZ® EVOLUTION Service Desk for
SAP SuccessFactors Customers
Hours of Operation and Service Level Agreement (SLA)
Overview
| Customer Support Hours of Operation and Holiday Schedule | https://hrizons.com/support-hours/ |
| Customer contacts authorized to contact HRIZONS Service Desk | Up to three (3) named contacts to be listed as System Administrators. |
| Customer Service Requests are submitted via the Customer Portal available on the web and accessed using an internet browser | Access provided to System Administrators responsible for submitting and managing service requests. |
| Knowledgebase and Training Documentation | Included |
Service Request Response Time
| SLA Type | Definition | Response time within Hours of Operation | Response time outside of Hours of Operation |
| High (P2) | Impact business critical processes or more than ten business users | Same or next business day | Same or next business day |
| Medium (P3) | All other Service Requests | Next business day | Within 3 business days |
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.