Service Level Objectives
Deltek Cloud Operations will aim to complete Service Requests within the time frame set out in the table below.
Deltek Service Level Objectives are meant to be targets, used as general guidelines for customers when submitting a particular Service Request as to when the request may be fulfilled by Deltek. Therefore, they do not represent commitments on behalf of Deltek Cloud Operations, nor is any guarantee applied regarding the timeliness of service.
Business Days are Monday to Friday. Business Hours are 08.00 to 19.00 GMT.
| Service Request | Service Level Objective | Notes |
|---|---|---|
| Initial Environment Setup |
5 Business Days (DFME) 7 Business Days (DFME Flex) |
The initial environment setup begins when Deltek has fully completed the order process. |
| Administrator Password Reset | 1 Business Day | It is recommended to use the Forgot Password link when logging in to the Workspace Client where possible to resolve this. |
| Assign Access to Newly Created Access Control Groups | 2 Business Days | |
| Copy Custom Universe to Test (DFME Only) | 2 Business Days | |
| Custom Report Upload (DFME Only) | 2 Business Days | |
| Enable Email Alerts | 3 Business Days | |
| Environment Refresh | 3 Business Days | |
| Grant Implementer Permissions | 3 Business Days | |
| Move Basic Layout Changes (DFME Flex) | 2 Business Days | |
| Move Custom Report | 2 Business Days | |
| Move Custom Universe | 2 Business Days | |
| Request Access Information to InfoView | 2 Business Days | |
| SaaS Administrator Change | 2 Business Days | |
| Any Other Request | 5 Business Days |