Client Response, Resolution Times & Issue Priorities

EVENTS	Priority
A severity one issue is a catastrophic production problem which may severely affect the Client's production systems, or in which Client's production systems are down or not functioning; loss of production data and no procedural work around. By way of example, server down, Internet outage or company-wide outage are P1 events.	P1 Critical
A severity two issue is a medium-to-low impact problem, which involves partial non-critical functionality loss. One which impairs some operations but allows the Client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the Client's operation and issues in which there is an easy circumvention or avoidance by the end user. This includes documentation errors.	P2 Non-Critical
A severity three issue is for a general usage question, general user requests or planned program installation/maintenance. There is little impact on the quality, performance or functionality of the system.	P3 General

Service Level Features	RemoteCARE Support Plan (Essential)	TotalCARE or CloudCARE Support Plan
Phone/e-mail/web response time for any new P1 issue	Within 1-4 hours	Within 15 mins - 2 hours
Phone/e-mail/web response time for any new P2 issue	Within 2-6 hours	Within 1-4 hours
Onsite response time for any new P1 issue	Within 12 hours	Within 6 hours
Phone/e-mail response time for any new P3 issue	Within 4-8 hours	Within 2-6 hours

Support Tier	Description
Tier 1 Support	All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated.
Tier 2 Support	All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers.
Tier 3 Support	Support incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with third Party (Vendor) Support Engineers to resolve the most complex issues.

Response and Resolution Times