HRZ® EVOLUTION Service Desk Hours and
Service Level Agreement (SLA)
for SAP SUCCESSFACTORS
|Customer Support Hours of Operation||Monday – 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|
Thanksgiving Day after
Christmas Eve 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 Support||Up 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 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 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.