Service Levels and Response Times

Severity Level 1

A complete loss of service in which the production systems or servers are down.  Application errors prevent access to the system or the use of significant portions of the system.

Response Time

2 hours during business hours, 4 hours when outside of business hours

Resolution Time

7SIGNAL will work 24×7 to resolve all Level 1 issues until the issue has a temporary repair or workaround in place.  A permanent repair will be performed during business hours.

Escalation Path

Customer’s technical support desk or system administrator, 7SIGNAL senior operations team and Account Manager.

Severity Level 2

Users are unable to perform a non-mission critical function, such as change a portion of the system’s configuration.

Response Time

24 hours during business hours, 24 hours when outside of business hours.

Resolution Time

7SIGNAL will work continually, during business hours, to resolve all Level 2 issues until the issue has a temporary repair or workaround in place.  A permanent repair will be performed during regular business hours.

Escalation Path

Escalate to second level support, if problem is not resolved by first level support in 24 hours. Customer account manager and Tier 3 7SIGNAL technical support.

Severity Level 3

The application issue is cosmetic in nature and/or displays minor flaws which are easily circumvented with little or no impact on the customer’s normal business operations.

Response Time

24 hours during business hours, 3 working days when outside of business hours.

Resolution Time

7SIGNAL will schedule the work during business hours to be completed during the normal software development process.