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.