Support Severity Definitions
Stoneridge Software will respond to all new and existing incidents submissions within 4 or 8 business hours based on the severity. There are two severity classifications:
Critical
Situation
- Critical business impact
- Severe loss or degradation of services
Our Expected Response
- 1st call or contact within 4 business hours
- Continuous effort on a 24×7 basis (if directed by the customer) until the issue is resolved
- Notification to your Account Executive
Your Expected Response
- Allocation of resources to sustain effort on a 24×7 basis
- Access to the affected environment
Important
Situation
- Minimal to moderate business impact
- System functioning but some capability not working as expected
Our Expected Response
- 1st call or contact within 8 business hours
- Effort during business hours only
Your Expected Response
- Allocation of resources to assist with troubleshooting
- Access to the affected environment
Contact us for more information.