Support Levels

  Emergency Critical Major Minor
Severity
  • Entire systems failure.
  • Major Disturbance in the System Functionality.
  • partial systems failure or Loss Redundancy.
  • Frequent System or Service Crashes.
  • No effect to Customers Operation.
  • Major Security update.
  • Service or System Restart Required.
  • No effect to Customers Operation.
  • Operational Queries and Reporting Problems.
Urgency
  • Immediate resolution is Required by Customer.
  • Immediate resolution is Required by Customer.
  • Resolution is Required, within Business Hours , Same Day.
  • Immediate resolution is not Required, Workaround is available with Customer
Response time
  • 15-30 Minutes.
  • 15-30 Minutes.
  • 15-30 Minutes.
  • 15-30 Minutes.
Onsite Response time
  • 1 - 2 Hours.
  • 2 - 3 Hours.
  • 3 - 4 Hours.
  • 3 - 4 Hours
Resolution time
  • 3 - 4 Hours.
  • 4 - 8 Hours.
  • Within 24 Hours
  • NBD.

*Conditions Apply