Support Severity Definitions

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.

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