Service desk

SolForLog provides a single point of contact, called the Service Desk, for the CUSTOMER to which all incidents and/or requests are directed.

Opening hours + Supported languages
Service Desk Opening Hours 9:00-17:00 Mo-Fr (working days) CET
Supported Languages: English, Serbian

Incident or request notification is done through e-mailing the Service Desk:
Supported Languages: English, Serbian

Authorized Users
Incident or request notification is done through e-mailing the Service Desk. Only incidents reported by an Authorized User will be handled.

Response by Service Desk
The support desk will reply by e-mail or by Skype. Therefore the customer should communicate his Skype address.

Incident management

This service covers the resolution of all Incidents related to the Services. An Incident is any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in the quality of that service. Incidents will be reported to and handled by SolForLog on the basis of a formal incident handling procedure aiming at restoring normal service operations as quickly as possible and minimize the adverse impact on business operations.

Problem Management

The goal of this service is to minimize the adverse effect on the business of Incidents and Problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, Problems and errors. A Problem is the unknown underlying cause of one or more Incidents. It will become a Known Error when the root cause is known, and a temporary workaround or a permanent alternative has been identified.

Change management

SolForLog is using standardized methods and procedures for efficient and prompt handling of all Changes to the SolForLog platform.

Service Support Levels

Bug resolution Window:
Any bug in the application will be resolved before the end of the next business day.

System unavailability

The application is running on a hosted environment, and hence we cannot be held responsible for unavailability of the platform.

Service Credits

Failure of SolForLog to respond to the Service Support Levels will grant CUSTOMER the right to apply for Service Credits.