Service Level Agreement

Note: the following information describes our standard Service Level Agreement. Some customers have established different service level agreements as part of their tailored contracts. Please refer to your organization’s Master Service Agreement with Domino for further details.

Domino will respond to requests from our customers for Support within the following response time frames:

• Priority = “Urgent” or Business Impact = “Critical”: Domino will provide an initial response to a ticket meeting these criteria within two (2) hours of receiving it, and will work diligently to resolve the problem. 
• Priority = “High”: Domino will respond to a High priority ticket within four (4) business hours of receiving it, and will work diligently to resolve the problem.
• Other Priority/Business Impact Levels: Domino will respond to a Low/Normal priority ticket within two (2) business days of receiving it, and will follow up with the Customer as necessary on subsequent business days.

Business Hours/Business Days

• Domino Support’s business hours are Sunday 6 PM US Pacific time to Friday 6 PM US Pacific time, excluding company holidays (unless otherwise agreed to by Domino in writing). Weekend and holiday coverage is provided only for tickets where the Priority is specified as “Urgent” or the Business Impact is specified as “Critical.”