All Perfion SaaS customers have 24/7 support possibilities for infrastructural issues.

1. Infrastructure vs. Functional issues

It is important to state that 24/7 support only extends to infrastructural topics, and not general Perfion functionality or configuration.

Examples of issues which can be handled by Infrastructure Support:

Backend server or client being completely irresponsive
Inability to reach the Web Client entirely.
Severe performance issues which occurred unexpectedly.
Inability to log in with Remote Desktop to the backend Server or Azure Virtual Desktop.

Examples of issues which cannot be handled by Infrastructure Support:

Configuration of Perfion
General Support and questions

2. How to Contact 24/7 Infrastructure Support

Perfion offers 24/7 support in collaboration with an Azure Service Partner called Sentia.

The Operations Centre can be reached on telephone via +45 33 36 63 00.

Issue Classification

Infrastructure incidents are prioritized as follows:

Priority	Reaction Time	Description

Priority	Reaction Time	Description
1 – Critical Situation	15 minutes	The entire Customer Solution or redundant server application/functionality is inaccessible.
2 – Urgent Situation	1 hour	Non-redundant server application/functionality is inaccessible, sustained speed problems.
3 – Moderate Situation	3 hours	Periodic speed problems, momentary outages.
4 – Low Situation	12 hours	End-user problems, progression limit for resources exceeded, etc.

Procedure

As soon as Sentia’s SOC has created a case based on an Incident reported by telephone, and this Incident is within the Service Level for Supported Time Period opted for by the Customer, the Customer will receive an e-mail containing a case number, as well as the date and time for the commencement of Break/Fix Assistance in response to the Incident. From this point in time, a status e-mail will be sent every thirty minutes, until an Incident has been rectified. Sentia is under an obligation to continuously work to rectify the fault, insofar as Priority 1 and Priority 2 Incidents are concerned, until the fault has been rectified or, as a minimum, until it has been temporarily rectified, regardless of whether the operating time specified for the selected Service Level for Supported Time Period is exceeded.
In the event that a case is put on hold, due to a lack of information or response from the Customer or its partner, this time will be deducted from the calculation of downtime, which is why it is important that the contact person in question at the Customer or its partner is available by telephone and e-mail until an Incident has been rectified.