Secret Double Octopus MAINTENANCE AND SUPPORT POLICY IN EFFECT AS OF June 2020


 

Severities and SLA

Severity 

Description  

Initial Human Response 

Status Updates 

Workaround provided

S-1 Critical

Customer experiencing and reports a major business impact that:

  • A complete outage. The Software is totally inoperative (“System down”), and all users can’t access their SDO protected applications, or
  • Several Services don’t function as intended, and all users connected to these Services can’t access their SDO protected applications, or
  • One major service doesn’t function as intended, and all users connected to this Service can’t access their SDO protected application.

A workaround is not available to continue customer’s normal business operations.

 

Note: New setups are S-3 severity.

One (1) business Hours  

Every 4 hours

Within 4 hours,

Either a workaround or a fix (hot fix or Patch)

S-2 High

Customer experiencing and reports a business impact that:

  • a feature doesn’t work properly, is annoying, but multiple users are not prevented from progressing with important tasks, or
  • a required program or feature of the Software partially inoperative or intermittently operative

 

Note: A work-around exists

Eight (8) business Hours  

Every twenty-four (24) business hours until Estimated Time to Resolution is provided 

Within 12 hours,

Either a workaround or a fix (hot fix or Patch)

S-3 Medium

Customer experiencing and reports a business impact that:

An issue that is neither S-1 nor S-2, but impairing use or progress in adoption.  Minimal-to-no business impact occurring as a result E.g. – Settings changes by SDO Admin, changes to Firewall or authentication protocols/services, adding new services.

Twenty-four business (24) hours 

Every 10 business days

Best effort, No SLA can be provided

S-4 Low

Customer experiencing and reports a business impact that:

Has only a minor effect on Software functionality with no business impact. This may include topics such as: cosmetics flaws, requesting technical documentation, generalized questions, best practices, or inquiries involving new Service setups.

Thirty-six business (36) hours 

Best effort, No SLA can be provided