The Service Level Agreement [SLA] is critical to the continued success of the Digi-CA™ delivery model and central to this SLA is the Incident Management System [IMS]. The IMS is an automated system that escalates issues, without human intervention, and automatically notifies the user at each stage.
The IMS incorporates system and personnel reaction times with issue escalation times and then monitors each and every support issue to the successful completion as confirmed by the customer.
|IMS Level||Description||Time Before Escalation||Time Lapsed|
|Level 1||Incident Logging|
|Level 2||Severity 1 Escalation||4 hours||4 hours|
|Level 3||Severity 2 Escalation||20 hours||24 hours|
|Level 4||Severity 3 Escalation||48 hours||72 hours|
|Level 5||Case Termination / Indefinite Suspension||48 hours||120 hours|
The IMS automatically provides this level of service using the SLA table of IMS Escalation Levels.
The IMS system is shared between your organisation and ours so that the correct delivery of the SLA is maintained. In this instance there are two components to the SLA delivery namely: the Public Interface, then the internal Support Case responsibility delineation and the IMS escalation.
Using the workflow and case escalation contained in the IMS, every case is still managed and monitored by the system, but the case may be resolved by multiple personnel in different organisations.
Further explanation of the SLA and how it is managed is available at the following URL:
This level of dedication has resulted in numerous and recurring testimonials, letters of reference and increasing number of customers and members enjoying our systems and support:
Numerous Governments around the world and countless internationally recognised organisations have commented on the effectiveness of the IMS.