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