Current Service Level Targets

Current Service Level Targets

The Response and Resolution Service Level Target Definitions table defines the priorities that can be assigned to each Incident as well as the associated response target and resolution target. In addition, the Service Level Target table details the schedule against which the Service Level Target (SLT) is evaluated (i.e. 24/7 or Business Hours Only).

The Service Level Target (SLT) clock starts from ticket creation and can be paused by placing the Incident into a hold status. The Customer will be notified when a ticket is placed into a hold status. The Service Level Target clock stops when the Incident has been resolved, a work around has been provided or if the Incident is determined to be the result of a bug. If the Incident can be resolved by applying an upgrade or a patch and the Customer decides not to apply the patch, the Incident may be closed.

 

Response & Resolution Service Level Target Definitions

Priority Response Target Resolution Target 24/7 or Business Hours
1 – Critical 1 hour 4 hours 24/7
2 – High 1 hour 8 hours Business Hours
3 – Medium 12 hours 24 hours Business Hours
4 – Normal 24 hours 48 hours Business Hours
5 – Project 48 hours N/A Business Hours

 

The Priority Definitions table includes a description of each priority’s proper use. Customers are encouraged to understand this matrix and to not artificially inflate the priority of submitted Incidents.

 Priority Definitions

Priority Description
1 – Critical
  • Platform or product is not available to all users
  • (Production Environment ONLY)
2 – High
  • Product is available but unusable
  • Error message(s) found on all workstations
  • Data loss or integrity incidents detected
  • (Production Environment ONLY)
3 – Medium
  • One or more essential software functions affected
  • Error message(s) on multiple, but not all, workstations
  • Performance severely degraded on all workstations
4 – Normal
  • One or more non-essential software functions affected
  • Issue with a workaround
5 – Project
  • Issue with no immediate consequence
  • “How do I?” type questions
  • Very low priority, internal, etc.

Service Provider shall have no obligation to provide support:

  • Related to issues caused by modifications to the Software, merger (in whole or in part) of the Software with any other software, use of the Software in a manner that is inconsistent with its design.
  • Related to issues with any functionality not directly related to the Software.
  • Related to issues caused by hardware, software, networks, firmware or media not supplied, serviced by or supported by Service Provider.
  • To persons not directly employed or retained by Customer.
  • Related to problems caused by any accident or disaster affecting the Software including but not limited to fire, flood, lightning or vandalism.