Fatal. All users or critical functions affected. Business processes completely unavailable. Severe: A majority of users or functions affected, or a critical function affected. Business processes cannot continue. Medium: More than two users or functions affected. Business processes can continue. Minor One or two users affected. Business process can continue. Notes Response times are measured during working hours. For instance, if an issue is reported at 5:00pm with a response time of 60 mins, Riela Tech has until 9:30am the following day to respond. Resolution times Resolution process
Appears in 2 contracts
Sources: Services Agreements, Services Agreement