Under the agreement with Easy2Meet B.V. (hereinafter: E2M) for the use of Easy2Meet® software, the Customer is entitled to maintenance and support, as further described in this SLA.
Notification of incidents and/or the need for service(s) must always be reported via the support desk. Reports can be divided into three categories:
When it comes to the handling of incidents, this is done on the basis of qualification/prioritization by the service coordinator of E2M as described below.
E2M can be reached on working days from 8.00 - 17.00 CET.
Registration of incidents should take place via the support page on the website of E2M. Via the wizard, the report is concretized, after which a ticket is created. After qualification (see below), the ticket will be processed and the Customer will be kept informed of its further progress.
If there is an incident, it is qualified as follows:
This qualification takes place within two working hours. On the basis of this qualification, the processing takes place as follows:
|Analysis & solution||Solution(target) time|
|Hoog||< 4 working hours||< 16 working hours|
|Gemiddeld||< 8 working hours||< 5 workdays|
|Laag||< 5 workdays||to be planned in a new release|
For the purposes of qualification/prioritization, this will apply:
Microsoft Office 365
Easy2Meet® runs on the Microsoft Office 365 tenant of the client. For optimal operation, Easy2Meet® depends on the availability and performance of that environment.
In addition to the installed environment, parts of Easy2Meet® run on Microsoft Azure. For this purpose Supplier has an SLA with Microsoft for a monthly availability of at least 99.95%. This SLA with Microsoft Azure applies one on one.