Response Times and Escalation Timeframes. Company will respond to Customer reports of a problem based on the severity. Upon receipt of a request for support or report of a problem, Company will respond to Customer with an assigned level of severity based on the response times shown in the following table. Support requests will be escalated based on the severity with the goal of achieving a resolution as quickly as possible or offering a solution that mitigates the impact of the issue. TABLE 1 Severity Levels Examples Support Response Times Severity One: Emergency A crisis has occurred - the system is down, a major operational function is unavailable or a critical interface has failed. Covers ‘Severity One Error.’ Provider system is down. A business critical operation – like captioning for events and streams - cannot be performed. < 1 hour Severity Two: Critical A critical function in the system is impaired, essential to Provider’s success in use of the product and requiring immediate resolution. Covers ‘Severity Two Error.’ Provider system is functioning but certain important functionality is down or capabilities are severely limited. For example, the ability to caption events and streams works but translated subtitles may be broken. System unstable with periodic interruptions. < 2 hours Severity Three: High Severity three situations include problems to be resolved as soon as possible. Most of these have acceptable workarounds, or the Product recovers by itself. Covers ‘Severity Three Error.’ Errors in Provider systems but still functional. For example, the ability to caption events and streams works but the application of a dictionary or glossary may fail. Malfunction in non-critical functions. < 1 business day Severity Four: Normal Severity four support requests are not errors or failures. They typically focus on technical questions or problems users encounter when trying to use the system, many of which may be “how to” questions. Covers ‘Severity Four Error.’ Need clarification of procedures or information in documentation Attributes or options do not operate as stated Documentation is incorrect < 2 business days
Response Times and Escalation Timeframes. Company will respond to Customer reports of a problem based on the severity. Upon receipt of a request for support or report of a problem, Company will respond to Customer with an assigned level of priority based on the response times shown in the following table. Support requests will be escalated based on the priority with the goal of achieving a resolution as quickly as possible or offering a solution that mitigates the impact of the issue. Priority Examples Support Response Times Priority One: Emergency A crisis has occurred - the system is down, a major operational function is unavailable or a critical interface has failed. Company system is down. A business critical operation – like captioning for events and streams - cannot be performed. < 1 hour Priority Two: Critical A critical function in the system is impaired, essential to Company’s success in use of the product and requiring immediate resolution Company system is functioning but certain important functionality is down or capabilities are severely limited. For example, the ability to caption events and streams works but translated subtitles may be broken. System unstable with periodic interruptions. < 2 hours Priority Three: High Priority three situations include problems to be resolved as soon as possible. Most of these have acceptable workarounds, or the Product recovers by itself Errors in Company systems but still functional. For example, the ability to caption events and streams works but the application of a dictionary or glossary may fail. Malfunction in non-critical functions. < 1 business day Priority Four: Normal Priority four support requests are not errors or failures. They typically focus on technical questions or problems users encounter when trying to use the system, many of which may be “how to” questions. Need clarification of procedures or information in documentation Attributes or options do not operate as stated Documentation is incorrect < 2 business days
