| Uptime % | Credit % |
|---|---|
| Below 99.99% | 10% |
| Below 98.0% | 30% |
| Below 95% | 50% |
| Issue severity | Definition |
|---|---|
| 1 – Critical impact (code red) | Customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround. |
| 2 – High impact | Customer is able to perform job functions but performance is degraded or limited. |
| 3 – Medium impact | Customer’s ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. A workaround is available. |
| 4 – Low impact | Service is available and operational; trivial impact to Customer’s business operations or Customer requires information or assistance on the capabilities or configuration. |
| Severity level | Target initial response time |
|---|---|
| 1 - Critical impact (Code Red) | Severe impact or degradation to the customer's business operations caused by intermittent disruption of the service. Response target: 10 min. (phone, email, whatsapp, ticket) |
| 2 - High impact | Service is available and operational. The customer is able to perform job functions but performance is degraded or severely limited. Response target: 2 hours (phone, email, whatsapp, ticket) |
| 3 - Medium impact | Service is available and operational. The customer’s ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. Response Target: 2 hours (phone, email, whatsapp, ticket) |
| 4 - Low impact | Service is available and operational. Trivial impact to customer's business operations or customer requires information or assistance on the Service capabilities or configuration. Response Target: 2 hours (phone, email, whatsapp, ticket) |