Support

  • LEVEL 1 CRITICAL (4 HOURS)
    Severity Level 1: Critical business impact: You are unable to use the application, resulting in a critical impact on operations. This condition requires an immediate solution.
  • LEVEL 2 ALARMED (8 HOURS)
    Severity Level 2: Significant business impact: The application is usable but limited.
  • LEVEL 3 IMPACT (12 HOURS)
    Severity Level 3: Some business impact: The application is usable with less significant features (not critical to operations) unavailable.
  • LEVEL 4 MINOR (3-5 DAYS)
    Severity Level 4: Minimal business impact: The problem causes little impact on operations, or with reasonable circumvention to the problem has been implemented.
  • LEVEL 5 TRIVIAL (BEST EFFORT)
    Severity Level 5: No business impact: The problem causes no impact on operations, or a reasonable circumvention to the problem has been implemented.