Support Call Prioritisation
PureApps Support has a Service Level Agreement, which is agreed mutually with the customer in order to differentiate between a High Severity issue affecting all users and Low Severity issue affecting a particular user without having a major impact on the use of the product features.
The Service Level Agreement is detailed in the table below:
| Severity | Definition |
Response Time* |
| 1 | The issue causes complete loss of service. Work cannot reasonably continue, the operation is mission critical to the business and the situation is an emergency. A Severity 1 problem has one or more of the following characteristics:
|
1 hour |
| 2 | The problem causes a severe loss of service. No acceptable workaround is available; however, operation can continue in a restricted fashion. | 2 hours |
| 3 | The problem causes minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality. | 4 hours |
| 4 | The problem causes no loss of service. The result is a minor error, incorrect behaviour, or a documentation error that does not impede the operation of a system. | 8 hours |
*Typical response is normally within 30 minutes for all severities.