Production Support Service Level Agreement

The following table summarizes the generic response time and features in the three levels of Technical Support Service. Your Order Form may include a different Support Matrix that prevails over these generic terms. Trial Evaluations include Basic level of support.

Support Matrix

Technical Support Program

Basic

Standard

Premium

Level of Priority (Response Time)

Severity 1

Normal

(1 business day)

Urgent

(2 business hours)

Urgent

(2 hours)

Severity 2

Normal

(1 business day)

High

(4 business hours)

High

(4 hours)

Severity 3

Low

(2 business days)

Normal

(1 business day)

Normal

(1 business day)

Severity 4

Low

(2 business days)

Low

(2 business days)

Low

(2 business days)

Features

Service Tickets

Unlimited

Unlimited

Unlimited

Support Channel

Web

Web

Web

Hours of Coverage

9x5 (*)

9x5 (*)

24x7 (severity 1 and 2)

Severity Level Definitions

  • A Severity 1 problem represents a catastrophic problem in production systems that is determined to be a Product Error. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely. System cannot continue essential operations.
  • A Severity 2 problem represents a high-impact problem in production systems that is determined to be a Product Error. Essential operations are seriously disrupted.
  • A Severity 3 problem represents a lower impact problem on a production system that is determined to be a Product Error. The problem involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. System can continue essential operations.
  • A Severity 4 problem represents a general usage, installation or configuration question, or any problem due to configuration changes in production systems (Technical Assistance). This level also includes questions about integration (Integration Assistance) and all problems on non-production systems, such as test and development systems; and feature requests (Feature Enhancement).

(*) Check our availability for 9x5 support

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