Severity Level 1:
Severity Level | Acknowledgement | Problem Determination | Problem Workaround and System Restoration | Resolution/Restoration |
1 | 6 Business Hours | 24 Business Hours | 48 Business Hours | 30 Business Days |
2 | 15 Business Hours | 3 Business Days | 8 Business Days | 90 Days |
3 | 24 Business Hours | 5 Business Days | NA | 180 Days |
Severity Level | Acknowledgement | Problem Determination | Problem Workaround and System Restoration | Resolution/Restoration |
1 | 3 Business Hours | 18 Business Hours | 24 Business Hours | 15 Business Days |
2 | 3 Business Hours | 2 Business Days | 3 Business Days | 30 Business Days |
3 | 3 Business Hours | 3 Business Days | NA | 180 Days |
S. No.
|
Services
|
Classic
|
Premium
|
1
|
Email support |
|
|
2
|
Chat support
|
|
|
3
|
Support via remote connection
|
|
|
4
|
Online resources
|
|
|
5
|
Minor releases
|
|
|
6
|
Telephone support
|
|
|
7
|
Single point of contact
|
|
|
8
|
Global escalation team
|
|
|
9
|
24x7 support
|
|
High impact issues
|
10
|
Customer portal
|
|
|
11
|
Health check
|
|
|
12
|
Online training (8 hours)
|