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This Support Service Level Agreement ("SSLA") is a policy governing the use of the LogicalDOC support service under the terms of the LogicalDOC Srl Customer Agreement between LogicalDOC Srl and users of LogicalDOC (“you”). This SSLA applies separately to each installation using LogicalDOC. We reserve the right to change the terms of this SLA by posting this document on the Website or by e-mail.
Response times
Below are the initial target response times for a support case based on the subject type and support case severity level.
| Severity | Short Title | Partner | End User |
| One (1) | Production System Down | 5 Business hours | 6 Business hours |
| Two (2) | Production/Development - Major Impact | 8 Business hours | 10 Business hours |
| Three (3) | Production/Development - Minor Impact | 12 Business hours | 14 Business hours |
| Four (4) | Question/How-to/Enhancement | 1 Business day | 2 Business days |
All time specifications refer to the usual working hours in Central European Time (CET).
Support is due, within the above declared time frame, in presence of a support contract in force and in compliance with the End of Life Policy (EOLP).
Support is not due over the weekends, overnight, during holidays or for trial installations.
The support must be invoked by sending an email to support@logicaldoc.com
This document is published at the "Support Service Level Agreement" section of this site and is subject to updating.
