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2.3. Solution Path. The solution path for each level of Severity is defined in the following charts based on plan type. If Provider is unable to complete resolution within such timeframe, Provider will continue to work to resolve such Error on a continuous basis (i.e., 24x7) until resolved.
STANDARD SUPPORT PLAN
Severity Level | Response Time | Patch Required | Resolution Time | Version Update |
Severity 1 | 4 Hours from creation of Help Desk Ticket | Yes | 12 Hours | Current Version |
Severity 2 | 8 Hours from creation of Help Desk Ticket | Possibly | 3 Business Days | Current or Next Maintenance Release |
Severity 3 | 48 Hours from creation of Help Desk Ticket | No | By next major release | Next Major Version |
PREMIUM SUPPORT PLAN
Severity Level | Response Time | Patch Required | Resolution Time | Version Update |
Severity 1 | 2 Hours from creation of Help Desk Ticket | Yes | 8 Hours | Current Version |
Severity 2 | 4 Hours from creation of Help Desk Ticket | Possibly | 2 Business Days | Current or Next Maintenance Release |
Severity 3 | 32 Hours from creation of Help Desk Ticket | No | By next major release | Next Major Version |
2.4. Support Hours. Support hours are 8 am to 5 pm Eastern Time (UTC – 5:00).
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