On-Demand Incident Management

Amadeus Software provides On-Demand support when short notice is required to tackle business critical issues with your SAS platform.

Level 1: 1 Working Day

Appropriate for Production SAS environments where ongoing analytics are depended on by your organisation.

Amadeus Software will evaluate the incident and begin to resolve the issue within one business day. 

Level 2: 3 Working Days

Appropriate for Production SAS environments where users, analytics and other outputs are not depended on for day-to-day decision making.

Amadeus Software will evaluate the incident and begin to resolve the issue within three business days.

Level 3: 6 Working Days

Appropriate for non-critical Production and other environments where analytics or other outputs are not depended on for weekly decision making.

Amadeus Software will evaluate the incident and begin to resolve the issue within six business days.

Level 4: 10 Working Days

Appropriate for non-critical environments where analytics or other outputs are used in an exploratory or ad-hoc manner only.

Amadeus Software will evaluate the incident and begin to resolve the issue within ten business days.