Support and Performance Standards
QUANTUM LEAP’s Performance Standards are divided into two categories:
Platform Standards
Customer Support Standards
Platform Standards
The Platform Standards define the minimum levels of QUANTUM LEAP Network availability and service. The Customer Support Standards define the minimum call handling performance within QUANTUM LEAP’s customer support group. The Error Recovery Standards define QUANTUM LEAP’s recovery procedures in the event of an Error.
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Metric |
Standard Performance Level |
Critical Performance Level |
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Network Availability |
>= 99.9% |
>= 99% |
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Data Quality Level |
>= 99.9% |
>= 99% |
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Transaction Success Level |
>= 99.9% |
>= 99% |
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Real-time Transaction Response Time (Ninety-nine percent (99%) of such Transactions) |
<=7 seconds |
<=7 seconds |
All metrics of the Platform Standards are measured with respect to the QUANTUM LEAP Network only, and do not include delays or errors caused by systems or components outside of the QUANTUM LEAP Network, including but not limited to Client hardware or software, networking systems, telecommunications systems, Internet access, telephone access lines and telephone and communications equipment.
Customer Support Standards
Client Administrator, the individual(s) within a customers’ company who manages their Quantum Leap Center, agrees to email QUANTUM LEAP Help Desk at support@qlitools.com or call toll-free at 866.540.2727 ex. 101 for all support concerns.
Client Administrator will support their Internal Users and agrees not to distribute to the End Users, Quantum Leap’s contact information. The QUANTUM LEAP Help Desk will be available from 8:30 a.m. to 5:00 p.m. Eastern time, Monday through Friday, excluding holidays for Level III and Level IV severity. For Level I and II severity, client agrees to call the
QUANTUM LEAP IT staff on call at 1.608.213.5621. Voice mail is available for after hour calls. The QUANTUM LEAP Help Desk will make every attempt to respond quickly to all Client inquiries and requests.
The following sets out the performance standards in this regard:
* See the following section for further description and actions related to the Severity Levels.
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Severity Level * |
Description of Error |
Standard |
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Level I (Critical) |
An error causing total loss of function or creating a critical impact to Client’s business process |
Response to Client within one hour |
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Level II (Critical) |
An error causing on-line service to go down or deliver degraded services to a broad class of users, but does not halt Client’s business |
Response to Client within three hours |
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Level III (Non-critical) |
An error that has minimal impact on Client’s business |
Response within one business day |
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Level IV (Non-critical) |
A non-critical bug exists, but functions of the application and system are operating. |
Response within two business days |
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