SLA Reporting Guidelines
Customers must utilize the correct reporting method for the severity of problem
they are experiencing. For example, a critical or life safety issue should never be
reported solely by email, as delays in the transmission, receipt, or processing of the
email could result in delays in response. Sigmund will not be responsible, per the
terms of the SLA, for failures to meet SLA requirements when a customer does not
use the appropriate reporting method.
Sigmund has provided the following guideline table for selecting the appropriate
notification type and recommends that, where indicated, both the primary and
secondary notification types should be utilized. This table will be considered the
minimum acceptable reporting guideline for SLA compliance. Refer to your SLA
document for the definitions of severity levels. See “Contact Information” below for
telephone and email addresses.
1-800-448-6975, AA Menu Options: 1, 1
· If your call is transferred to the answering service, advise them that your call
Support Email Address: email@example.com
You should receive a confirmation response with an assigned support ticket number within 10-15 minutes. If you do not receive a confirmation you should assume that your request has not been recorded. If you receive a response indicating that you are “Not Authorized” then please contact your site’s assigned administrator to submit the email request on your behalf.