Maconomy Enterprise Cloud Online Admin Guide

Using the Help Search
Using the Help Search
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Service Level Objectives

You can use Deltek Service Level Objectives as guidelines as to when the requests can be expected to be fulfilled.

Deltek Service Level Objectives are meant to be used as general guidelines for customers when submitting a particular Service Request, as to when the customer can expect the request to be fulfilled by Deltek. It is important to note, these are objectives, and therefore these SLOs do not represent commitments on behalf of Deltek Cloud Operations, nor is there a guarantee available in regards to the timeliness of service.

Deltek Cloud Operations has an objective to complete Service Requests within the timeframe outlined in the table below.

The SLO is considered received when the Service Request is submitted in Customer Care Connect by the customer’s SaaS Administrator, or someone authorized to do so as a SaaS Administrator on behalf of the customer.

“Business Days” are considered to be Monday through Friday, and traditional business hours of 8AM to 6PM are subject to the time zone of the customer’s main office. For any Service Request that Deltek expects to cause a business disruption (e.g. those requests pertaining to the Production environment), such requests will be addressed during non-business hours of the location in which the particular production instance resides.

In all instances where production updates/releases are made, such deployments will typically occur during evening or weekend hours.

Anything outside of Service Request management above should be scheduled with the release team or DCO Manager 5 days in advance if weekend coverage is necessary.
Service Request Service Level Objective Notes
Additional Environment Setup 15 Business Days The environment setup begins when Deltek has fully completed the order process.
Assign Access to Newly Created Access Control Groups 2 Business Days For requests for multiple users/user types you will receive an estimate of the time it will take to complete the setup in response to this request.
Enable Email Alert 2 Business Days
Environment Data Refresh 3 Business Days
ETL Job/Transformation Promotion 3 Business Days
ETL Job/Transformation Schedule Request 3 Business Days
Grant Implementer Permissions 2 Business Days
Move Custom Report 2 Business Days
Move Custom Universe 2 Business Days
Move Extensions 2 Business Days
Move M-Config Setup 3 Business Days
New User for People Planner Rich Client 2 Business Days For requests for multiple users or user types you will receive an estimate of the time it will take to complete the setup in response to this request.
Pause Recurring Database Copy 2 Business Days
Run USync to sync users with Business Objects 1 Business Day
Request Access Information to InfoView 2 Business Days
SaaS Administrator Change 2 Business Days
Any other request 5 Business Days This is a minimum dependent on the complexity of the requirement