Forcepoint Technical Support Targeted Response Times Sample Clauses

Forcepoint Technical Support Targeted Response Times. Forcepoint follows a tiered support process. Tiered support is a controlled escalation environment, employed to deliver multiple levels of support as deemed appropriate for the support request. Response times are dependent on the severity of the issue reported. A support case is generated for the Licensee by a member of the Forcepoint Technical Support team or by the Licensee online at Support. Technical Support requests which are not resolved during the first telephone contact are assigned a Severity Level based on t he descriptions in the chart below: For all Forcepoint Products other than Forcepoint SaaS Products: Severity Level Initial Response Severity One (highest severity) Business is severely impacted. - a Forcepoint product is not functioning and no viable workaround is available - Customer environment compromised or at risk for significant data corruption - Mission critical application is down or the majority of users are not able to conduct business Up to 1 Business Hour Up to 45 Minutes Up to 30 Minutes Up to 30 Minutes Up to 30 Minutes Up to 15 Minutes Severity Two Business is disrupted but functioning. - a Forcepoint product’s functionality is severely impacted - Mission critical applications or the majority of users are impacted. Up to 4 Business Hours Up to 4 Hours Up to 3 Hours Up to 2 Hours Up to 2 Hours Up to 1 Hour Severity Three Business is not affected but symptoms exist. - a Forcepoint product is functioning in a restricted fashion and a workaround exists - Mission critical applications are functional with some end users affected Up to 8 Business Hours Up to 8 Business Hours Up to 6 Business Hours Up to 4 Business Hours Up to 4 Business Hours Up to 2 Business Hours Severity Four (lowest severity) A request for information. - Request for product information or questions regarding how to use the product - Minimal impact to customer business - a request for product modification Up to 2 Business Days Up to 2 Business Days Up to 2 Business Days Up to 1 Business Day Up to 1 Business Day Up to 1 Business Day
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Related to Forcepoint Technical Support Targeted Response Times

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