The the Severity Level will be determined by the client. If a request is submitted as S1 (Critical) or S2 (Urgent), the client must provide a designated contact that will be continuously available while resolving the issue, or otherwise the Severity Level will be downgraded. Identical problem situations in test systems shall normally justify a priority that is one level lower than the equivalent priority in a production system.
The stochastix customer support service provides bug fixes, patches or workarounds for the current release in order to cause the Software to operate in substantial conformity with its then-current operating documentation. Response times and actions are based on an assessment of the impact of the reported technical issue on the client's business. The more serious the business impact, the higher the assigned priority. The following table summarizes standard criteria and goals of the chosen Support Level:
Basic Support | Fast-Track Support
Description: Basic Support is our foundational offering. As the name suggests, it is for those who just need the basics, and since all stochastix offerings allow you to contact us however is best for you - whether by phone, email or web - it's a great value.
Hours of Operation: 8x5 (hours/day x days/week, European/New York time, excluding TARGET holidays).
| Severity Level | Severity Criteria | Response Goal | Resolution Goal |
|---|---|---|---|
| S1 (Critical) | The problem results in extremely serious interruptions to Customer's production systems and has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system, or by interruptions in main functions of the production systems. Data integrity is compromised. The request requires immediate processing, as the problem can result in financial losses. | average: 1 hours worst-case: 4 hours | work continuously to provide a workaround or fix within 72 clock hours (36 hours average) |
| S2 (Urgent) | The problem results in serious interruptions to normal operations, or the issue will negatively impact an enterprise-wide production system roll out. In a production system, important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner. Data integrity may be at risk. In a development system, the problem hinders deployment. No acceptable workaround is available. The service request requires timely processing, as the malfunction could cause serious interruptions to critical processes or negatively impact business decisions. | average: 2 hours worst-case: 8 hours | provide a workaround or fix within 6 business days (3 days average) |
| S3 (Important) | The problem causes interruptions in normal operations. It does not prevent operation of a system, or else there is minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software. The problem may be temporarily circumvented using an available workaround. The issue will impact a pilot or proof-of-concept deadline. | average: 3 hours worst-case: 12 hours | provide a workaround or fix within 10 business days (5 days average) |
| S4 (Minor) | The problem results in minimal or no interruptions to normal operations (no business impacts). The issue consists of 'how to' questions, installation and configuration inquiries, enhancement requests, or documentation questions. | average: 6 hours worst-case: 24 hours | request may be incorporated in a future release |
