Priority
Last updated on
16 May 2021
Support Service Level Agreements
Target response times#
(During normal business hours by region)
- Priority 1: 30 minutes
- Priority 2: 1 hour
- Priority 3: 4 hours
- Priority 4: 1 business day
Hours of availability*
- 24x7 support, 365 days per year
Case priority definitions
|
|
Description |
Targeted Response Time |
|
Level 1 - Critical |
Problem results in extremely serious interruptions to a production system Tasks that should be executed immediately cannot be executed due to complete crash of a production system or interruptions in main functions of a production system Problem results in compromised data integrity which could result in financial losses Problem has affected or could affect entire user community |
30 minutes (Service Request must be initiated telephonically) |
|
Level 2 - Urgent |
Problem results in serious interruptions to normal operations and could negatively impact an enterprise-wide installation or urgent deadlines in a production system Data processing continues but in a restricted manner and data integrity may be at risk which may cause serious interruptions to critical processes Problem hinders the deployment of an enterprise installation of a pre-production system |
1 hour |
|
Level 3 - Important |
Problem causes interruptions in normal operations or minor degradation in performance Problem is attributed to malfunctioning or incorrect behavior of the Product |
4 hours |
|
Level 4 - Minor |
Problem results in minimal or no interruptions to normal operations but no business impact Problem typically consists of installation and configuration inquiries |
1 business day |
NOTE
Mission-critical support is provided by telephone 24 hours a day, 7 days a week, 365 days a year for Priority 1 issues. Non-critical issues are responded to during standard regional business hours.
