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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About Stoneridge
Stoneridge Software is a unique Microsoft Gold Partner, with emphasis on partner. With specialties in Microsoft Dynamics 365, Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP and Microsoft Dynamics CRM, we focus on attracting the most knowledgeable experts in the field to our team, and prioritize delivering stellar solutions with maximum impact for your business. At Stoneridge, we are deeply committed to your results. Each engagement is met with a dedicated team, ready to provide thorough, tailored, and expert service. Based in Minnesota, we intentionally “step into your shoes,” wherever you are. We focus on what you care about, and develop trusting, long-term relationships with our clients.

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