Service Level Agreement (SLA)

When a client or partner rep calls or emails IDI Support, whoever is triaging incoming support requests will work with the contact to determine severity level of the issue. The case will be assigned to a Support team member and prioritized according to the structure and definitions below:

Case Severity Level 1 (Critical) or C1 = Fatal

Involves an issue in which client's production use of the service is stopped or is so severely impacted that the client cannot reasonably continue business operations. It may result in a material and immediate interruption of client's business operation that will cause a loss of client data and/or restrict availability to such data and/or cause significant financial impact. 

  • Highest Priority
  • All necessary departments and resources are engaged
  • IDI responds to client case within 1 hour during normal business hours
  • IDI provides client and impacted partners with hourly updates until resolution is presented, or until client agrees to a less frequent update schedule

Case Severity Level 2 (Significant) or C2 = Severe Impact

Involves an issue in which one or more important functions of the service are unavailable with no acceptable alternative solution. Client's implementation or production use of the service is continuing but not stopped; however, there is a serious impact on the client's business operations. 

  • High Priority
  • All necessary departments and resources are engaged
  • IDI responds to client case within 1 hour during normal business hours
  • IDI provides client and impacted partners with daily updates until resolution is presented, or until client agrees to a less frequent update schedule

Case Severity Level 3 (Moderate) or C3 = Moderate Impact

Involves an issue in which: (a) important service features are unavailable but an alternative solution is available, or (b) less significant service features are unavailable with no reasonable alternative solution. Clients experience a minor loss of business operation functionality and/or an impact on implementation resources. 

  • Medium Priority
  • All necessary departments and resources are engaged
  • IDI responds to client case within 4 hours during normal business hours
  • IDI provides client and impacted partners with regular updates until resolution is presented

Case Severity Level 4 (Minimal) or C4 = Minimal Impact

Involves an issue that has a minimal impact on business operations or basic functionality of the service. 

  • Low Priority
  • All necessary departments and resources are engaged
  • IDI responds to client case within 4 hours during normal business hours
  • IDI provides client and impacted partners with regular updates until resolution is presented