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|Guaranteed response times||–|
|Enhanced response times||–||–|
|24/7/365 phone support for high severity issues||–||–|
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|SEVERITY||GENERAL SUBSCRIPTION||PREMIUM SUBSCRIPTION|
|Initial Response Time||Update Frequency||Initial Response Time||Update Frequency|
|Priority 1||1 hours||4 hours||10 Mins||2 hours|
|Priority 2||2 hours||8 hours||1 hours||8 hours|
|Priority 3||8 hours||1 Business Day||4 hours||24 hours|
|Priority 4||24 hours||3 Business Day||8 hours||48 hours|
An incident that results in a critical business impact for a production system; may be assigned to an incident where customer experiences (i) a complete or substantial loss of service when using a production system, or (ii) real or perceived data loss or data corruption making an essential part of the production system unusable, or (iii) the inability to use a mission critical application within a production system.
An incident that results in some business impact for a production system or development system; maybe assigned to an incident where customer experiences (i) the functionality of the software is adversely affected, but can be circumvented, or (ii) certain functions within the software are disable, but the software remains operable, or (iii) a complete or substantial loss of service when using a development system.
An incident that results in a minimal business impact for a production system or development system; may be assigned to an incident where customer experiences no loss of service and the incident has no significant effect on the usability of the software. This level is typically used for questions, comments, and enhancement requests.
An incident where the system works correctly, but the appearance does not match the expected one. For example: wrong colors, too much or too little spacing between contents, incorrect font sizes, types, etc. This is the lowest priority issue.
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