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 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:
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
|