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Service Level Agreements
Priority 1 (CRITICAL)
Customer is unable to access critical functionality. Service failure or performance degradation has a critical impact on customers primary business.
Service Level Agreement
Response provided with 2 business hours.
Resolution provided within 24 hours.
Priority 2 (MAJOR)
Customer is unable to perform a frequently used critical business function as would be expected in the normal use of the SaaS Services. No temporary solution or workaround is available.
Service Level Agreement
Response provided with 4 business hours.
Resolution provided within 30 business days.
Priority 3 (MINOR)
Customer is unable to perform a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services. Temporary solution or workaround is available.
Service Level Agreement
Response provided with 8 business hours.
Resolution provided within 90 business days.
Priority 4 (LOW)
Customer is unable to perform a seldom used and non-critical business function as would be expected in the normal use of the SaaS Services.
Customer is unable to complete a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services, but a temporary resolution has been provided.
Service Level Agreement
Response provided within best efforts.
Resolution provided within best efforts.