e2open Service Level Guidance
Catalog row in Vendor License Sources · Cited
- Kind
- Policy
- Format
- HTML
- Applies to
- Customer Service and Application Service levels for production subscription services: helpdesk model, severity targets, uptime levels, disaster recovery, maintenance and upgrade cadence. The page carries no effective date, so the date is null.
- Aliases
- SLG
- Evidence
- Customer helpdesk representatives are capped at 20 named users
- Standard uptime commitment is 99.5% with Premier and Elite options
- Inter-site disaster recovery is a separate optional subscription
- e2open issues four releases a year and multi-tenant upgrades are free
- Single-tenant customers must upgrade at least every two years
- Severity 1 incidents target a 1 hour response and 4 hour resolution
- e2open services may be supplied by a WiseTech Global entity