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Support severity vs response time

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Mike | IceWarp Support
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SEVERITY/PRIORITY LEVELS

The criteria used to determine the severity/priority levels of issues are as follows:

Severity  Priority Description Example
1 Urgent It causes a complete shutdown of the service or a major obstacle for a key part of the users
  • Mission-critical service not available
  • Application or database crashed
2 High It causes a critical loss of application functionality or performance, resulting in many users' inability to perform their normal functions.
  • Application malfunctioning, leading to problems/interruptions in a specific business function
3 Normal It causes moderate deficiencies in the service provision but does not disrupt the entire process in such a way that immediate action is required.
  • Moderate loss of application functionality or performance results in several users impacting their normal functions
4 Low It causes minor deficiencies in the service provision but does not disrupt the entire process in such a way that immediate action is required; it comprises minor incidents or incorrect service behaviour.
  • Minor loss of application functionality such as OutlookSync flags, Exchange ActiveSync issues, etc.
  • Product feature requests, how-to questions, configuration help, etc.

In situations where the particulars of a specific case are at odds with the example, precedence should be given to the general description.

RESPONSE TIME

IceWarp maintains strict service level commitments for technical support. Upon receipt of a service request, IceWarp promptly acknowledges and initiates resolution procedures within the designated time parameters.

CLOUD CUSTOMERS

Severity

Priority

Response time [calendar hours]
1 Urgent 2
2 High
3 Normal 72
4 Low

SLA CUSTOMERS (ON-PREMISES INSTALLATIONS)

SLA PLATINUM PLAN

Severity

Priority

Response time [calendar hours]
1 Urgent 1
2 High
3 Normal 48
4 Low

 

SLA GOLD PLAN

Severity

Priority

Response time [calendar hours]
1 Urgent 2
2 High
3 Normal 48
4 Low

 

SLA SILVER PLAN

Severity

Priority

Response time [calendar hours]
1 Urgent 4
2 High
3 Normal 48
4 Low

 

SLA BRONZE PLAN

Severity

Priority

Response time [business hours]
1 Urgent 5
2 High
3 Normal 32
4 Low

NON-SLA CUSTOMERS (ON-PREMISES INSTALLATIONS)

Severity

Priority

Response time [business hours]
1 Urgent Emergency support only / 2 hours
2 High
3 Normal 40
4 Low

The above-stated periods start upon receipt of a service request from the customer. Response time is the maximum allowed time for responding to the service request and does not indicate the resolution time. Response time applies to weekends or public holidays except for the SLA Bronze plan.

 

 

 

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