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Standard Support

Feature Description

Standard Server/DC Support

Self-help resources support(tick)
Online ticket creation(tick)
Weekday coverage (Time Zone Zürich UTC/GMT +2 / 09:00 - 17:00)(tick)
Standard response for L1/L2 - 1 Hour/4 Hours(tick)

Support Response SLA's

Of course our plugins are only a small part of the system: there for the first point of contact should be the vendor of the system. Never the less we certainly do our best to support our plugin customers.

 

Level of Severity

Description of Severity

Characteristics
Time to respones

Level 1 - Critical

Critical Business Impact: Critical issue occurring on production system preventing
business operations. A large number of users are prevented from working with no
procedural workaround.

  1. System hangs or crashes
  2. Critical functionality not available
  3. Data loss or data corruption
  4. Large number of end users blocked from work
  5. Impact is escalating quickly
1 hr

Level 2 - Major

Significant Business Impact: Major issue occurring on production system severely
impacting business. A large number of users are impacted by issue but they are still
able to work in a limited capacity.

  1. Significant performance degradation
  2. Important functionality not available
  3. Small number of users blocked from work
  4. Impact is escalating
4 hrs

Level 3 - Medium

Minimal Business Impact: Issue causing a partial or non-critical loss of functionality
on production system. A small number of users are affected.

  1. Some system functions not available
  2. Minor performance degradation
  3. Small number of users impacted
  4. Impact is not escalating
8 hrs

Level 4 - Low

Normal Business Impact: issue occurring on non-production system or question,
comment, feature request, documentation issue or other non-impacting issue.

  1. Incorrect product behavior without impact
  2. Product question or enhancement
24 hrs
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EPS Products PEPSPROD