Service Level Agreement

Severity Definitions

 

Critical (Severity 1) Critical production issue that severely impacts your use of the service.   The situation halts your business operations and no procedural workaround exists.
·       Service is down or unavailable.·       Data corrupted or lost and must restore from backup.

·       A critical documented feature / function is not available.

Severity 1 issues require the business to have dedicated resources available to work on the issue on an ongoing basis until the issue is resolved.

Major (Severity 2) Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists.
·       Service is operational but highly degraded performance to the point of major impact on usage.·       Important features of the offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
Minor (Severity 3) There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function.  Short-term workaround is available, but not scalable.

 

 

 

 

 

Support Response Targets

 

The severity of the problem and the service levels of the subscription that you purchase determine the speed and method of our response targets. While our technical team endeavor to minimize the occurrence of any outage, the following are the response time targets for providing response.

 

Offering Critical
(Severity 1)
Major
(Severity 2)
Minor
(Severity 3)
Enterprise 30 minutes or less; 24x7x365 1 business hour 4 business hours
Contender 30 minutes or less; 24x7x365 1 business hour 8 business hours
Grower 30 minutes or less; 24x7x365 2 business hours 12 business hours
Established 30 minutes or less; 24x7x365 2 business hours 16 business hours

 

Business Hours by Location
America
North America
Mon–Fri, 8:30 a.m. to 6 p.m.
(Pacific Time Zone)
Asia Pacific
Australia/New Zealand
Mon-Fri, 8:30 a.m. to 6:00 p.m.
(Australian Eastern Time)