Severity Definitions and Response Targets

Production server or other mission critical system(s) are down and no workaround is immediately available.

• All or a substantial portion of your mission critical data is at a significant risk of loss or corruption.
• You have had a substantial loss of service.
• Your business operations have been severely disrupted.

Severity 1 support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.

Major functionality is severely impaired.

• Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
• A major milestone is at risk. Ongoing and incremental installations are affected.
• A temporary workaround is available.

Partial, non-critical loss of functionality of the software.

• Impaired operations of some components, but allows the user to continue using the software.
• Initial installation milestones are at minimal risk.

General usage questions.

• Cosmetic issues, including errors in the documentation.

Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.

• Service is down or unavailable.
• A critical part of the Software as a Service infrastructure is unavailable or inaccessible, resulting in total disruption of work or critical business impact.
• Service crashes or hangs indefinitely causing unacceptable or indefinite delays for resources or response.
• Data corrupted or lost and must restore from backup.
• A critical documented feature / function is not available.

Severity 1 issues identified by the customer not related to a service interruption / outage require the customer to have dedicated resources available to work on the issue on an ongoing basis, during contractual hours, as required.

Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.

• Service is operational but highly degraded performance to the point of major impact on usage.
• Important features of the Software as a Service offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
• Access to a particular third-party application or service provider deemed noncritical is impacted

System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.

• Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.
• Problem with non-critical feature or functionality

Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.

• Minor problem not impacting service functionality.
• Enhancement requests, missing or erroneous documentation.
• Minor problem or question that does not affect delivery of service.

The severity of the problem and the service levels of the support program that you purchase determine the speed and method of our response targets. Following are the response time targets for providing the initial response.