Table using responsive plugin
Severity level of fault | Definition | Service level response and response time |
1 | Service Critical Failures: An error in, or failure of, the Services that: | Level 1 Response: |
2 | System Defect with Workaround: | Level 1 Response: |
3 | Minor Error | Level 1 Response |
Regular HTML table (not responsive)
Severity level of fault | Definition | Service level response and response time |
---|---|---|
1 | Service Critical Failures: An error in, or failure of, the Services that: a) materially impacts the operations of the Customer’s business or marketability of its service or product; b) prevents necessary work from being done; or c) disables major functions of the Services from being performed. |
Level 1 Response: Acknowledgment of receipt of a Support Request within 120 minutes (during Support Hours). Level 2 Response: Dinggly shall: a) restore the Services to a state that allows the Customer to continue to use all functions of the Services in all material respects within 48 hours after the Level 1 Response time has elapsed; and b) exercise Commercially Reasonable Efforts until full restoration of function is provided. Level 3 Response: Dinggly shall work on the problem continuously and implement a Solution within 7 days of receipt of the Support Request. If Dinggly delivers a Solution by way of a workaround reasonably acceptable to the Customer, the severity level assessment shall reduce to a severity level 2 or lower. |
2 | System Defect with Workaround: a) a critical error in the Services for which a work- around exists; or b) a non-critical error in the Services that affects the operations of the Customer’s business or marketability of its service or product |
Level 1 Response: Acknowledgment of receipt of a Support Request within 4 (during Support Hours). Level 2 Response: Dinggly shall, within 5 Business Days after the Level 1 Response time has elapsed, provide: a) an emergency software fix or workaround, or; and b) temporary release or update release, which allows the Customer to continue to use all functions of the Services in all material respects. Level 3 Response: Dinggly shall provide a permanent Fault correction as soon as practicable and no later than 14 Business Days after Dinggly’s receipt of the Support Request. |
3 | Minor Error An isolated or minor error in the Services that: a) does not significantly affect Services functionality; b) may disable only certain non-essential functions; or c) does not materially impact the Customer’s business performance. |
Level 1 Response Acknowledgment of receipt of the Support Request within 48 hours. Level 2 Response: Dinggly shall provide a permanent Fault correction within 30 Business Days after the Level 1 Response time has elapsed. |