Support
Follow-Up Response Times
Follow-up reponses take place after the initial response has occurred.
| Critical |
Once every 4 hours or mutually agreed upon time until resolved. |
| High |
Once every 1 business day or mutually agreed upon time until resolved. |
| Medium |
Once every 3 business days or mutually agreed upon time until resolved. |
| Low |
Once every 9 business days or mutually agreed upon time until resolved. |
Severity Definitions
| Critical |
System is down; major functionality is not working; material data loss or data corruption; end users unable to perform essential functions. There is no workaround for the issue(s). |
| High |
System intermittently unable to perform essential functions. Individual end users are unable to access the system for typical functions. There may be a workaround for the issue(s). |
| Medium |
Small number of end users intermittently unable to perform non-essential functions; Application functions and continues to be used (e.g. intermittently receive error message or general application/network slowness). There is a workaround for the issue(s). |
| Low |
Does not impact the delivery of system functionality, does not impact the validity of data in the application (e.g. spelling error, misalignment of data on screen). Application clarification and enhancement requests. Any other general questions. |
