Service Levels - Supported System
1. SUPPORT RESPONSE TIME
1.1 Service Level Definition
Support Response Time is the time it takes for a live Provider support individual to initially respond to a reported issue, based on the severity level. This is measured on a per incident basis. If the target response time is not achieved, Provider will issue Client the Service Level Credits specified in Section 1.2 below.
Severity Levels are used to categorize an issue based on the potential impact of the problem to Client. If a problem can fit more than one Severity Level, the problem will be assigned the highest Severity Level.
|
Severity Levels |
Description |
Target Response Time |
|
Level 1 — Critical |
Critical production issue affecting all Authorized Users, including system unavailability and data integrity issues with no workaround available. |
30 minutes after the issue is reported to Provider |
|
Level 2 — Urgent |
Major functionality is impacted or performance is significantly degraded. Issue is persistent and affects many Authorized Users and/or major functionality. No reasonable workaround is available. Also includes time-sensitive requests such as requests for feature activation or a data export. |
2 hour after the issue is reported to Provider |
|
Level 3 — High |
System performance issue or bug affecting some but not all Authorized Users. Short-term workaround is available, but not scalable. |
3 business hours after the issue is reported to Provider |
|
Level 4 — Other |
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable. |
8 business hours after the issue is reported to Provider |
1.2 Service Level Credits
|
Compliance with System Response Time Expected Value per calendar month |
Service Level Credit |
|
1 issue failing to meet the Target Response Time |
10% of the Service Level Credit Amount (SLCA) listed in section 1.3 |
|
2 issues failing to meet the Target Response Time |
20% of the SLCA |
|
3 issues failing to meet the Target Response Time |
30% of the SLCA |
|
More than 3 issues failing to meet the Target Response Time |
50% of the SLCA |
Service Credits are to End User customers only, and not to Resellers, Integrators, or Managed Service Providers.
Service Level Credits do not apply to licensing purchase or subscription costs. There is no credit available for the cost of licenses.
1.3 Service Level Credits Amount (SLCA)
The credit is applied to the applicable service items coverage cost, as detailed
| Panel Service Connection SOS | Monthly Panel Service Connection SOS cost divided by number of configured connections. |
| Panel Service SOS | Monthly Panel Service SOS cost |
| Workflow SOS | Monthly Workflow SOS cost |
| SaaS Hosted Panel Application | Monthly hosting cost for production instance |
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