|
SaaS |
Enterprise |
| Scheduled server availability: |
95% |
N/A |
| Telephone support hours: |
N/A* |
8am-5pm |
| |
|
|
| Customer Service Request Severity Description |
|
|
|
|
| Severity 1 / Critical – Multiple users affected by an outage or total loss of service to a single end user with a business emergency |
Within 4 business hours |
24 hours |
Within 1 business hour |
24 hours |
| Severity 2 / Major – Single user with no connectivity or no functionality of the service. (This is normally the highest level for an individual user.) |
Within 8 business hours |
4 business days |
Within 4 business hours |
4 business days |
| Severity 3 / Minor – Fixable problem or degredation of a non-critical part of the service. How-to questions, response time, and performance problems. |
Within 16 business hours |
14 business days |
Within 8 business hours |
14 business days |
| Severity 4 / Enquiry – Low level problems which do not impact the user’s ability to work. Information request and some how-to questions. |
Within 48 business hours |
30 business days |
Within 24 business hours |
30 business days |
