Magnolia CMS
Magnolia CMS Service Levels
Support for Magnolia CMS is defined in Service Level Agreements (SLA). The following table summarizes the plans.
| Magnolia CMS Service Levels | SLA-0 | SLA-1 | SLA-2 | SLA-3 |
|---|---|---|---|---|
| 8/5 | 8/5 | 24/5 | 24/7 | |
| Availability | ||||
| Service Coverage | 09:00-17:00 Mon-Fri CET | 09:00-17:00 Mon-Fri CET | 24h Mon-Fri CET | 24h Mon-Sun CET |
| Guaranteed Response Time during office hours | 48 h | 4 h | 4 h | 4 h |
| Regular office hours 09:00-17:00 Mon-Fri CET | x | x | x | x |
| Emergency hours 17:00-09:00 Mon-Fri CET | x | x | ||
| Emergency hours 00:00-24:00 Sat-Sun CET | x | |||
| Registered support point-of-contacts (PoC) | 2 | 2 | 4 | 4 |
| Support Scope | ||||
| Product support (unlimited) | x | x | x | x |
| Repository support (unlimited) | x | x | x | x |
| Backup/recovery setup consulting (max 2h/once) | x | x | x | |
| Migration/update consulting (max 4h/year) | x | x | x | |
| Developer support (max 8 issues/year) | x | x | x | |
| Support Channel | ||||
| Ticket and bug track support | x | x | x | x |
| Regular phone support during office hours, incidents/year (max 1h per incident) | 6 | 6 | 6 | |
| Emergency phone support during emergency hours, incidents/year (max 1h per incident) | 6 | 6 | ||
| Remote connection by support team | x | x | x | |
| Bug Fixing | ||||
| Patch (code fix on SVN) | x | x | x | x |
| Deploy snapshots - build binary (jar) | x | x | x | |
| Guaranteed bug fix integration (after delivered and tested fix) | x | x | x |
Remarks
Support will provide help on best effort basis, trying to find workaround or working solution in cooperation with customer. Bug fixing or code changes will be started on the next business day (if request comes in outside regular office hours, otherwise immediately within office hours with a certain priority)