Our service level targets are set to provide a framework for service expectations. Overall, Resolver's goal is to provide the same, consistent level of support with a balance reached between the severity of the issue and the time spent waiting for a response.
The problem's severity determines the speed and method of the support team's response.
Severity Level Definitions
The following are the severity levels a user can choose during ticket creation to describe an issue or question:
Urgent: An error or service disruption is affecting time-critical applications with production work at a standstill. The system is substantially unusable, and no known workaround is currently available. Urgent severity also covers customer data-exposing security vulnerabilities.
High: The system is significantly impaired by an error or service disruption such that key business processes cannot be conducted, and no known workaround is currently available.
Normal: For general user questions, or the system or services do not function in conformance with its published specifications; however, key business processes are not interrupted and there is little or no impact on the ability to use the system or service for production purposes.
Low: For updates to non-production environment, or the Product System or service does not function in conformance with its published specifications, but there is no impact on the ability to use the system or service for product purposes.
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Response Time Targets
The following outlines the target time commitments for providing the initial response and for providing status updates on the support ticket.
The initial response time is the time taken between the creation of the support ticket and the support team beginning its work. An initial response may take the form of:
- A notification that the ticket has been received; or
- A request from the support team for further information.
SEVERITY LEVEL | LEVEL OF EFFORT | INITIAL RESPONSE | STATUS UPDATES |
Urgent | Continuous commercially reasonable efforts, 24/7 | 1 hour | Every 4 hours, 24/7 |
High | Continuous commercially reasonable efforts during normal business hours | 2 hours | Within 1 normal workday |
Normal | Commercially reasonable efforts, during normal business hours | 4 hours | Within 5 business days of acknowledgment of the availability of a temporary workaround or notification of the fix being available in a future release. |
Low | Commercially reasonable efforts, during normal business hours. | 1 business day | Further notification of the fix will be included in future release notes or updates upon release. |
| For support with urgent issues outside of our normal business hours, customers must submit a ticket via our Support Portal with Priority set to Urgent, or call our Support phone line. Tickets submitted by email to support@resolver.com will be reviewed during business hours. Our support hours and contact channels can be viewed here. |
