Critical Business Impact. The software does not function and/or is severely impaired or server freeze causes interruption of operation/dysfunction on clients’ systems.
Critical Business Impact. The continued use, due to unavailability, of the Program is impossible. The problem may cause loss of data, restrict data availability, or cause significant financial impact to the Customer. No reasonable workaround is available.
Critical Business Impact. An Error that causes a critical service impact and/or prevents use of the Software and/or a critical part of the Software is not available.
Critical Business Impact. The Customer's application is down and inoperable. All users are unable to use the system. The Customer's productivity is threatened. Two (2)
Critical Business Impact. The impact of the reported deficiency is such that the recorder is not recording or at Revcord’s discretion a reported deficiency is upgraded to a Level 1 issue, Revcord will commence work on resolving the deficiency within one (1) hour of notification until an acceptable resolution is achieved. In addition, for RevShield plans that have onsite service, a technician will be dispatched should it be deemed there is a hardware issue and parts are available next day. Please note that systems without spare parts on site will require parts to be shipped based on the Revcord Hardware Warranty which is Next Day Air. In extreme cases at Revcord’s discretion, Revcord will provide a loaner system.
Critical Business Impact. The production use of the Supported Programs is stopped or so severely impacted that the Customer cannot reasonably continue work. Sagent will begin work on the error within one hour of notification and will engage development staff until an acceptable work around is achieved.
