REACT packages
For customers who require a more in-depth support relationship, our REACT support packages incorporate Service Level Agreement (SLA) contracts for support with guaranteed response provision.
REACT-One package
This package provides SLA-controlled, insurance-type support cover at different severity levels, as follows:
| Level and impact | Remote support | On-site support |
|---|---|---|
| Severity 1 - Critical A majority of users are affected, the problem has critical impact and it is not possible to work around it. | 5 hours | 1 day |
| Severity 2- Major A majority of users are affected, the problem has a major impact, but there is a way to work it although performance may be degraded or functionality limited. | 5 hours | 1 day |
| Severity 3 – Moderate A small percentage of users are affected, and the problem has limited impact or a single user cannot access a key application. | 5 hours | 1 day |
| Severity 4 – Minor A single user is affected, and the problem has limited impact. | 5 hours | 1 day |
REACT-Plus package
This package provides SLA cover at different severity levels as outlined in the REACT One package above, but in addition you are purchasing up-front development/maintenance time that can be called upon as and when required, for a minimum of 60 hours.
All of our packages provide a level of flexibility that enables organisations to ‘trade’ remote support hours for on-site support days (or vice-versa) should the nature of their systems’ issues require it.
Customers looking for ‘best endeavours response’ only rather than an SLA contract for guaranteed response should consider our competitively-priced BEST packages.
SBS’s comprehensive Application support packages incorporate a wide range of technologies.
REACT support framework
| Support Package | Minimum Support | Minimum Top-up | Carry-over | Contract |
|---|---|---|---|---|
| REACT-One | 5 Hrs Remote (Sev1, 2, 3 & 4)* 1 day On-site (Sev1, 2, 3 & 4)* |
5 Hrs Remote or 1 day On-site (any severity) | No | Auto Renewal |
| BEST-Plus | 5 Hrs Remote (Sev1, 2, 3 & 4)* 1 day On-site (Sev1, 2, 3 & 4)* |
5 Hrs Remote or 1 day On-site (any severity) | No | Rolling |
| 60 Hrs Maintenance/Development | Top-up to minimum level | 2 years max |
Contract terms: All Support Contracts run for a minimum term of 12 months. Contracts for REACT-One support are automatically renewed at the end of each term (30 day notice period required for termination). Contracts for REACT-Plus support remain in force as long as required with maintenance/development time being carried over for a maximum term of 2 years (oldest allocation of maintenance/support used first and 90 days notice period required for termination). (*On-demand, Insurance-type support cannot be carried over into a successive year. A new minimum allocation of support will be allocated and billed on each anniversary of support providing the contract has not been terminated by the client).