There are 4 levels of Priority that you can choose from when submitting a support ticket (Urgent, High, Medium and Low). The following information will help you determine the priority level to set on your tickets.
Definition: Produces an emergency situation in which the Solution is inoperable, produces incorrect results which affects a significant portion of business, or otherwise fails catastrophically in a production system. An example is that Client cannot access anything, and/ or a failure of a module that causes significant business impact.
Response: SightWorks agrees that it will provide a response by a qualified member of its staff to begin to diagnose and to correct a Urgent level fault as soon as possible but in any event a response via email or telephone will be provided within 1 hour during business hours (and 4 hours during other times) of notification by the Client. SightWorks will use best endeavors to resolve Urgent level faults in less than 1 business day, and in any event, will continue to use best endeavors to resolve Urgent faults until resolved. The resolution will be delivered to Client as a work-around or as an emergency software fix. Once SightWorks delivers an acceptable work-around, the severity classification will drop to a level High or lower. Support for Urgent level faults is provided twenty-four hours a day, seven days a week.
Definition: Produces a high impact problem in a production system. One major function or subsystem of the Solution is not operational or is seriously impaired. An example is that many users have access to more content/services than they are entitled to.
Response: SightWorks agrees that it will provide a response by a qualified member of its staff to begin to diagnose and correct a High level fault as soon as possible but in any event a response via email or telephone will be provided within 1 day of notification by the Client. SightWorks will use best endeavors to resolve High level problems or provide a work-around within two days. A permanent fix will be issued within 15 working days. If SightWorks determines that the fault is not caused by the Solution, Client will be notified of this determination and the resolution will no longer be covered by this agreement. Support for High faults is provided twenty-four hours a day, seven days a week.
Definition: Produces a situation in which the Solution is usable, but does not provide a function in the most convenient or expeditious manner, or results in cosmetic errors or isolated errors and the Client suffers little or no significant impact or problem can be overcome via modest manual intervention.
Response: SightWorks will use reasonable efforts to resolve Medium level faults within 30 days. Otherwise, SightWorks will use reasonable efforts to fully resolve the problem in the next update of the Solution, provided that the next update is due to be received within 90 days from the first date in which Client experienced a Medium level fault. Otherwise a resolution to the Medium level will be provided within thirty (30) days. If SightWorks determines that the requirement is unique to Clients operations, SightWorks will notify Client within two weeks of receiving notification of the fault with an appropriate recommendation and estimate for resolving the fault.
Definition: Produces a situation in which the Client is affected in some way, which is reasonably correctable by a documentation change or by a future update from SightWorks.
Response: SightWorks and Client shall negotiate a fix or fixes for Low level faults in a future update of the Solution.