Support Severity Level Definitions
Severity 1 (urgent)
An issue with a Alauda Product or Service that is actively causing serious interruptions to your business critical operations. This is an issue requiring immediate attention as there is a significant risk to your business.
Severity 2 (high)
An issue with a Alauda Product or Service that is partially functional (such as degradation of a service but the service is still available) and actively impacting your business operations. This is an issue on a business critical system requiring accelerated attention.
Severity 3 (medium)
An issue with a Alauda Product or Service that is currently functioning as expected but you either (1) recently experienced a degradation that you are monitoring or seeking a root cause for or (2) you are seeing indicators of a potential loss of functionality to a business critical system.
Severity 4 (low)
A non-urgent query regarding a Alauda Product or Service. Typically, a query that does not involve any interruption to your business critical operations.
Support Terms of Service
| |
Standard |
Premium |
|
| Hours of coverage |
Standard business hours |
Standard business hours (24x7 for Severity 1 and 2) |
| Support channel |
Web and phone |
Web and phone |
| Number of cases |
Unlimited |
Unlimited |
| Response times |
Initial and ongoing response
|
Initial response |
Ongoing response |
| Severity 1 |
1 business hour
|
1 hour |
1 hour or as agreed |
| Severity 2 |
4 business hours |
2 hours |
4 hours or as agreed |
| Severity 3 |
1 business day |
4 business hours |
8 business hours or as agreed |
| Severity 4 |
2 business day |
8 business hours |
2 business days or as agreed |
