Support SLAs (Tickets) & Cloud SLAs (Uptime)

Overview

Lasernet cloud-hosted customers may, at times, need to contact us for assistance.

Cloud and Support services use different Service Level Agreements (SLAs). Therefore, requests are processed accordingly. You can reach out to both our Cloud services teams through the Lasernet Support Portal.

This article explains the difference between cloud-related and standard Support SLA requests and how these two are managed.

Support SLA

If you experience general issues with product functionality or have any documentation requests/queries, your standard Support SLA will come into action.

The Support SLA covers areas such as expected response times and prioritization for different categories of tickets.

You can submit all Support requests through the Create Ticket button on the Support Portal.

Support requests include product defect resolutions and information on standard product functionality. Product defect resolutions refer to bugs in the standard product, while information on standard product functionality refers to documentation on the Lasernet Knowledge Base.

Lasernet Cloud

Lasernet cloud is a SaaS solution through which the Lasernet Group manages hosting infrastructure, security, redundancy, and resilience requirements. These services come in three tiers, each with a specific uptime commitment.

Our Lasernet Cloud team manages Lasernet cloud infrastructure solutions. However, any issues in relation to the hosted infrastructure should still be submitted by contacting Lasernet Support. These tickets will be managed initially by the Support team and, if needed, escalated to the Cloud services team.

Note

The Lasernet cloud SLA covers the uptime of your hosted environment, while your Support SLA relates to the service expectation (for example, ticket responses) through the Lasernet Support Portal.

Configuration maintenance and corrections are not covered under either a Support SLA or Cloud SLA and are subject to invoicing.

Summary

The Support SLA covers product functionality and documentation, while the Cloud SLA covers hosted infrastructure uptime.

It is possible that your Cloud SLA (Uptime) will exceed the coverage of your Support SLA (tickets). For example, your environments are typically always running and available, while your Support SLA may cover responses from the Support Helpdesk only during business hours.

Support and Cloud requests are managed by our teams. If you experience any issues, contact us first by contacting Lasernet Support.

Providing as much relevant information to the issue you are experiencing helps us assign the right resources to process your requests as quickly as possible. Relevant information includes but is not limited to a description, reproduction of any steps taken, expected results, actual results, products affected, product versions, an indication that you are a hosted customer, and more.

For best practices on raising tickets, follow this link.