Page Comparison

Classification

Response Requirement

Priority 1: Critical/Highest
Only available for production environment. 
Platform is unavailable

Response within 1 hour of outage.  Regular updates (120 mins) until platform is restored. Efforts will be made to ensure service is restored as quickly as possible or work around which permits the application to continue normally.  Resolution of Priority 1 conditions may include a temporary solution enabling the customer to operate until a more comprehensive solution can be provided.    Priority 1 service delivery requires that:

• The customer must be available to actively collaborate with CloudSphere Support if necessary.

• Provision of temporary solution will automatically lower the priority of the issue.

• If the customer breaks continual effort the incident will no longer be classified as critical and will become a lower priority

Priority 2: Severe/High

Only available for production environments.  The platform is available but with errors that prevents key areas of the system from operating correctly.  Issue influences the day to day operations of the product’s key functions but does not impact platform availability. 

Response is required within 4 hours within standard operational hours (see above)

Priority 2 issues will be serviced as critical during standard business hours until the Priority 2 condition has been resolved or a workaround has been provided. 

Priority 2 service delivery requires that:

• Customer has an active support contract for the product in question

• Customer is available during normal business hours if the customer is unavailable the incident will become lower priority

Priority 3: Significant/Medium

This indicates that the application is usable but that some features (not critical to operations) are unavailable

Response is required within 8 hours (Monday to Friday)

Priority 3 issues are important for the customer and the customer’s services and will be serviced as such. These issues will be worked during normal business hours, until the Priority 3 condition has been resolved.

Priority 3 service delivery requires that:

• both the product and the customer are eligible for customer support assistance. 

Priority 4: Minor

This indicates the problem does not significantly impact operations, or that a reasonable workaround has been implemented. 

Response is required within 5 business days.  Priority 4 issues will be serviced as general issues during standard business hours. 

Priority 4 service delivery requires that:

• the customer is eligible and available for support assistance.