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.
|Severity Level||Response SLA||Resolution SLA||Standard*|
|Severity 1||30 Minutes||4 Hours||X|
|Severity 21||1 Hour||8 Hours||X|
|Severity 3||4 Hours||12 Hours||X|
|Severity 4||24 Hours||3-5 Days||X|
|Severity 5||48 Hours||Best Effort||X|
- STEP 1: Open a ticket via one of the available contact methods requesting an escalation.
- STEP 2: If after 30 minutes you are not satisfied with the progress, request escalation to the Support Manager. Please use the telephone number provided and refers to the ticket record number when escalating.
- STEP 3: If after 60 minutes you are not satisfied with the progress, request escalation to the Director of CoreToEdge
Systems are scheduled for maintenance every 3 months.
If system emergency maintenance is required, it is scheduled for the following morning during support hours.