Service Levels

Severity Type of Problem First Level Contact Targeted Resolution Timeframe
Critical  Product issue causes the production system to go down or prevents the Client from working in the system. 1 hour during business hours; 2 hours or less after business hours 8-12 hours during business days
High Failure of expected functionality, serious degradation to Client’s use of system. 1-2 hours during business hours; 2-4 hours after business hours. 12-48 hours during business days
Medium Non-critical failure of functionality: serious issues with workaround, less serious issues without workaround. 1 business day 7 business days
Low Functional questions, requests for information, or suggestions for future enhancement. 2 business days 7 business days for functional issues, or as agreed by Adesso product management for enhancements