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Priority 1: Major Service Disruption
An error that renders the software inoperative or causes catastrophic failure in a production environment, including any error which prevents or severely restricts existing data loading or production data querying processes and results in a significant number of licensee users being unable to access or use the software. For Premium Support customers, the response time for Priority 1 incidents is 2 hours. For Standard Support customers, the response time is 12 hours.
Priority 2: Significant Service Disruption
An error that significantly degrades performance of the software or materially restricts licensee’s use of the functionality of the software in a production environment. For Premium Support customers, the response time for Priority 2 incidents is 6 hours. For Standard Support customers, the response time is 1 day.
Priority 3: Moderate Service Disruption
An error that causes only a minor impact on Licensee’s use of the software (or an error which would be a Priority 1 error or Priority 2 error if the system experiencing the error were in a production environment).
Standard Support
- Telephone support
- Support hours: Monday through Friday (excluding holidays) 8:00 a.m. – 5:00 p.m. PST
- Email and Web submission of problem reports
- Five authorized customer contacts
- Unlimited incidents
- Prioritization of problems based on problem severity
- Web access to the online support knowledge base
- Major Upgrade
- Maintenance (minor and patch) releases
Premium Support includes all the features of the Standard Support program, plus:
- Emergency after-hours pager support (24 hours a day, 7 days a week - Priority 1 issues only)
- Five additional authorized customer contacts