Cornerstone Included Customer Success Package and Service Level Agreement (Standard)
Catalog row in Vendor License Sources · Cited
- Kind
- Product terms
- Format
- Applies to
- Support features and Standard SLA for the Included package. The PDF states no date; its file name contains 2024.
- Evidence
- Included package gives live phone support for critical issues and 4 named administrators
- The SLA applies only after implementation sign-off, training and go-live
- Standard SLA resolution targets are 12 hours for Severity 1 and 24 hours for Severity 2
- Software availability commitment is 99.5% per month with credits and a 30 day claim window
- Minor defect remedies need written notice and give a one-time credit
- Offline Player support is limited to one model PC