APPENDIX III - STRUCTURE OF THE PROGRAMMES (ROMED and ROMACT) APPENDIX IV SERVICE LEVEL AGREEMENT FOR MAINTENANCE – Time-limit for final Service Type of anomaly for intervention for bypass correction Adding or modifying user profiles (admins SRSG Roma and NST Non blocking 4 hours 24 hours 5 days members) Troubleshoot concerning forms in Non blocking 4 24 hours 5 days the online reporting system Intervention concerning display and design issues on published elements (including development elements linked to published 2 hours 4 48 Blocking content such as municipality pages, timeline and fields in the reporting system linked to these elements) Troubleshoot concerning other Non blocking 4 hours 24 5 days development bugs Troubleshoot concerning elements concerning the user-friendliness of Non blocking 4 hours 24 hours 5 days the system (which do not require additional development hours)
APPENDIX III - STRUCTURE OF THE PROGRAMMES (ROMED and ROMACT) APPENDIX IV – SERVICE LEVEL AGREEMENT FOR MAINTENANCE Service Type of anomaly for intervention for bypass Time-limit for final correction Adding or modifying user profiles (admins SRSG Roma and NST members) Non blocking 4 hours 24 hours 5 days Troubleshoot concerning forms in the online reporting system Non blocking 4 24 hours 5 days Intervention concerning display and design issues on published elements (including development elements linked to published content such as municipality pages, timeline and fields in the reporting system linked to these elements) Blocking 2 hours 4 48 Troubleshoot concerning other development bugs Non blocking 4 hours 24 5 days Troubleshoot concerning elements concerning the user-friendliness of the system (which do not require additional development hours) Non blocking 4 hours 24 hours 5 days
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