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Reported Defects will be classified as follows with the associated target response times. Level 1 and Level 2 Defects are reserved for production environments.
Impact Level | Definition | Target Response Time |
Level 1 (Emergency) | Catastrophic failure that has rendered the entire Platform unusable or inaccessible. The Platform servers and system are completely down. | Within 30 minutes, 24×7 |
Level 2 (Emergency) | Total disruption or failure of critical Platform functionality, performance, or business operations. Examples include inability to make a reservation, a security breach has occurred, or a system issue causing major impact to Customer’s core processes requiring immediate attention. | Within 4 hours, 24×7 |
Level 3 | Platform functionality or performance that causes the system to produce incorrect, incomplete, or inconsistent results. | Within 1 business day |
Level 4 | Minor loss of application functionality, performance, or usability. Impact is an inconvenience. | Within 2 business days |
Level 5 | No impact on system functionality. Cosmetic issue. | N/A |
Softrip will work promptly based on the applicable severity classification above to attempt to fix Defects in the Platform.
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