Support Level Agreement

Roles & Responsibilities by Function

Before diving into Incident Response Planning, it is important to outline the roles and relationships by function to have a clear understanding as to where Incident Response, Support Levels and Professional Services play a part. The table below details each function and identifies the relationship of that function to the responsible party. Note, additional costs may be associated with CG Infinity and IgniteConnex-related functions.

Function	Customer	Service Partner	IgniteConnex
Interface requirements - API Cloud Working Group, Define requirements, Change management	x	x	x
Design, Build, Test Interfaces - Developing new interfaces, Updating existing interfaces, Creating new capabilities		x
Operations & Incident Response - Break/fix Support, Premium Support			x

Support Levels & Incident Handling

Below is a table of the procedures and actions we recommend for communicating and resolving incidents. Read on to understand the various support levels, incident types and entitlements.

Role	Situation / Action	Result
Customer	Customer (and IgniteConnex Team) shall be alerted to an issue from the IgniteConnex Observe platform.Customer should immediately create a help-desk ticket using a support channel	IgniteConnex will respond in accordance with entitlement (see Support Levels).
Managed Integration Provider (IgniteConnex)	Customer opens a ticket. Ticket is reviewed by a manager and dispatched to the appropriate support team member	Team member acknowledges request with customer directly and attempts resolution activities that may include, email, phone calls, virtual calls, screensharing, and more.