Last modified at: August 21 2025
All Managed Services included in the client agreement with Axaz fall within the scope of this SLA. The agreement may cover one or more Managed Service areas.
For a description of the specific services covered, please refer to: Annex H: Managed Service
2.1 Supported Hours
Axaz provides support services accessible via phone, email, and chat. All incidents, service requests, and change requests must be submitted to ensure proper logging, tracking, and resolution.
3.1 Incident Handling
incidents come into the Support, they will be allocated a priority-associated target response time as follows:
3.1.1 Incident Priority Levels
Incident priority levels are assigned based on the impact to the business and the urgency required for resolution. This classification guides response and resolution targets.
Priority 1 (Critical):
Definition: Services are completely unavailable, or there is a severe degradation that prevents all users from performing critical business functions. There is no workaround.
Examples: System-wide outage, critical application unavailable, major data loss.
Priority 2 (High):
Definition: Significant impact on a large number of users or a critical business function is severely impaired. A temporary workaround may exist but is not sustainable for long periods, or the impact is widespread.
Examples: Key application features are inaccessible for many users, significant performance degradation affecting daily operations.
Priority 3 (Medium):
Definition: Minor impact on a limited number of users or a non-critical business function is affected. A workaround is available, or the issue does not significantly disrupt core operations.
Examples: Isolated user unable to access a non-critical system, minor bug affecting display, degraded performance that does not prevent task completion.
Priority 4 (Low):
Definition: Minimal or no impact on business operations. The issue is cosmetic, a minor inconvenience, or a request for information.
Examples: Typographical error, minor interface glitch, general inquiry, feature request.
3.1.2 Incident Priority Assignment and Escalation
The priority level of an incident is determined by the Axaz team member who logs the incident, in consultation with the user and based on the information provided.
Only the Delivery Lead or an appointed delegate has the authority to escalate the assigned priority level.
3.1.3 Target Response
The target response refers to the initial action taken to address the issue or to gather additional information. A response is considered met if Axaz makes a reasonable effort to contact the user/client—via phone, email, or another agreed communication method—regardless of whether direct contact is established. If support is provided immediately over the phone at the time the incident is logged, this may also fulfill the target response requirement.
3.1.4 Target Resolution
The target resolution is achieved when the user/client is able to resume their task or access the affected service, either through a permanent fix, a temporary workaround, or the provision of replacement equipment—provided that it enables the continuation of business-critical operations.
3.2 Service Requests and Changes
3.2.1 Service Requests
Service requests refer to routine, low-risk changes (e.g., access requests, minor configuration updates). These are handled through the standard incident management process for efficient resolution.
3.2.2 Changes
Changes involving greater complexity or risk must be submitted via a formal Request for Change (RFC) through our support mail. These changes follow a structured change management process, including assessment, approval, and scheduling.
3.3 User/Client Communication
Support maintains proactive communication during the lifecycle of incidents, requests, or changes.
3.4 Axaz Internal Escalation Procedures
All escalations will follow the defined chain of command:
1. Support (initial point of contact)
2. Delivery
3. Service Manager
4. Chief Operating Officer (COO)
5. Chief Executive Officer (CEO)
Each level should be engaged only if the issue cannot be resolved at the previous stage.
3.5 Complaints Handling
Complaints must be submitted to the Delivery Lead,in writing.
The complaint must include at a minimum the following information:
3.6 Client Responsibilities
Clients are required to:
4.1 Service level
Axaz aims to meet predefined service level targets, which are reported regularly.*
5.1 Planned Service Withdrawal
For any planned withdrawal of services during supported hours, Axaz will provide clients with a minimum of one week’s advance notice.
5.2 Unplanned Service Withdrawal
In the event of an unplanned service withdrawal, Axaz will make all reasonable efforts to notify affected clients as promptly as possible and will maintain ongoing communication throughout the incident.
Axaz maintains risk assessments and service continuity plans, including annual testing and backup management.
7.1 Quarterly service reports
Axaz will provide reports that include key information such as service availability, major incidents, and performance metrics against agreed targets.
7.2 Service Review Meetings
Axaz will hold quarterly (or as agreed), minutes recorded, and standard agenda followed.
Compensation is applicable only in relation to third-party services and is subject to the standard terms and conditions of the respective third-party providers. Axaz does not offer additional compensation beyond what is provided by these third parties.
Incident: An unplanned interruption to a service or a reduction in its quality.
Problem: The underlying root cause of one or more related incidents.
Client: The user of the service
Service Request: A routine request for a standard, low-risk change or service (e.g., access requests, password resets).
Non-Standard Change: A change that is complex, high-risk, or outside of predefined procedures, requiring additional planning and approval.
Target Response: The initial effort to respond to an issue, including attempts to contact the user or gather necessary information.
Target Resolution: The point at which the user can resume their task or service, either through resolution, workaround, or temporary means that restore business functionality.
