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

• 1^st 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

• 1^st 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