Service Level Agreement
This Service Level Agreement (SLA) outlines the service level commitments provided by TRG International (TRG) as a First-Line Support provider for Infor SaaS. As TRG relies on Infor for second-line resolution, this SLA defines the scope and response expectations for TRG’s initial support activities. This SLA does not replace or override the availability defined through Infor service level description | Infor in the applicable Infor SaaS Subscription Agreement and Order Form
Definitions
- Incident: A single, reproducible issue, problem, or request logged through the TRG Support Portal.
- First Response: The time from when an incident is sent to TRG’s Support Channels or logged in TRG’s Support Portal to when a TRG Support Analyst first engages with the customer.
- Escalation: The process of involving Infor’s second-line support or TRG’s Customer Support Manager when a case cannot be resolved by TRG first-line support due to scope limitations, software defects, or requires urgent business attention.
- Business Hours: Monday to Friday, 08:00–17:00 (customer local time), excluding holidays observed by TRG.
- 8×5: Covers the standard support plan during Business Hours as defined, which are 8 hours per day, 5 days per week
- 24×7: Covers the support plan for Critical incidents, which is available 24 hours a day, 7 days a week, including weekends and holidays
Support Channels
- Email: trghelp@trginternational.com
- Phone (VN): +84 28 73039993 – 8×5
- TRG Support Portal: http://support.trginternational.com – 24×7 online access
Incident Prioritisation & TRG Response Targets
TRG classifies incidents by severity and urgency to determine priority levels. Only Priority 1 and Priority 2 incidents are eligible for escalation to Infor.
Scope of Support
TRG, as a first-line support provider, on a basis of 8×5 support plan, will:
- Receive, log, and triage all related-software defect incidents reported by customers via the Support Channels established by TRG.
- Provide initial troubleshooting for issues with the TRG-supported applications.
- Offer guidance and advice on:
- Error messages, reproducible bugs, and unexpected application behavior within the SaaS environment.
- Basic usage, navigation, and supported application features.
- Patching and version compatibility questions, as relevant to SaaS (*)
- Assist to confirm the validity of the reported issues
- Advise on alternative workflows or workarounds to maintain business continuity until resolution.
- Communicate status and information updated by Infor for the customer’s reported issues when escalation is required
(*) Customer must follow Infor SaaS onboarding with registration on Infor Concierge to ensure the prompt receipt of updates and notifications on SaaS outages, maintenance and patching information directly from Infor.
Summary Table
Escalation Procedure
For incidents classified as P1 or P2, or any case that requires Infor’s intervention (e.g., confirmed software bugs, infrastructure-related failures on Infor-hosted environments):
- Escalation to Infor will occur after TRG completes first-line triage and determines that second-line support is required
- TRG will submit the case in the Infor Support Portal under the customer’s name
- TRG will track updates and relay communication between Infor and the customer
Escalation to TRG Customer Support Manager
If Customer believes a Support case requires a higher level of attention, Customer can self escalate the case through the TRG Support Portal by updating the Priority. As part of this process, TRG asks that Customer accurately provide the escalation reason, business impact, number of people impacted, timelines, and other relevant details to help TRG properly determine the level of urgency required regarding the escalation as a note in the ticket.
If Customer would like a Support Manager to call, Customer can indicate that in the escalation request as well. Once escalated, the Support Manager and Support Analyst are notified of the escalation, so they can take appropriate action.If Customer doesn’t have access to the TRG Support Portal, Customer can escalate by copying Customer Support Manager via email: duong.nguyen@trginternational.com The use of escalations is reserved for issues that truly merit a higher degree of attention. It is not intended for issues that are effectively addressed with TRG standard operating procedures.
Review & Revisions
This SLA will be reviewed annually or upon changes in services, contracts, or client agreements. Any updates will be communicated to all affected customers in writing.
