Support Service Description s Service Level Agreement (Uptime)Service Level Agreement (Uptime) • July 5th, 2022
Severity Level Definition Sev 1 - critical Any loss of or significant delays in execution processing impacting multiple customers or an irrecoverable loss of data. Sev 2 - high At least one mission critical feature or function is inaccessible or non-responsive in a manner that prevents multiple customers from using the application to monitor, create, or modify workflows. Sev 3 - medium Any problem that affects the performance of the application in accordance with documented capabilities that does not meet the criteria identified for Severity 1 or Severity 2 and/or has been downgraded to Severity 3. Sev 4 - low Examples: Inquiries on system functionality, operation system/platform inquiries, status updates on customization, Workarounds, permanent fixes.
Service Level Agreement (Uptime)Service Level Agreement (Uptime) • September 11th, 2023
Support Service Description s Service Level Agreement (Uptime)Service Level Agreement (Uptime) • April 5th, 2023
Severity Level Definition Sev 1 - critical Any loss of or significant delays in execution processing impacting multiple customers or an irrecoverable loss of data. Sev 2 - high At least one mission critical feature or function is inaccessible or non-responsive in a manner that prevents multiple customers from using the application to monitor, create, or modify workflows. Sev 3 - medium Any problem that affects the performance of the application in accordance with documented capabilities that does not meet the criteria identified for Severity 1 or Severity 2 and/or has been downgraded to Severity 3. Sev 4 - low Examples: Inquiries on system functionality, operation system/platform inquiries, status updates on customization, Workarounds, permanent fixes.
