First Level Support

In the sense of a single-point-of-contact, all questions, notifications and disruptions must be reported to the corresponding Service Centre in writing.
Phone: +41 79 378 88 36

Second Level Support

On the part of the Software Development Leanlogic AG works in cooperation with Talent Factory AG.
However, for the application Leanlogic AG is in charge.

Stand-By Duty Time (normal)

Normal stand-by duty time shall be considered to be Monday to Friday between 08:00 a.m. and 5:00 p.m. CET.

Disruption priorities
Priority Description Response Time Intervention Time
Blocker A disruption which affects the entire application or multiple users.
The disruption limits the operation in such a manner which requires prompt attention/a prompt response.
1 hour 2 hours
Critical An urgent disruption exists which hinders the party seeking help from doing his work. There is no possibility of circumventing the disruption.
An immediate solution is required.
2 hours 4 hours
Minor Individual, less important functions are not available or important functions are available only by circumventing the disruption.
A solution is required.
8 hours 16 hours