SaaS Severity Level Target Response Time Clause Samples
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SaaS Severity Level Target Response Time. SaaS Severity Level 1: Requires immediate attention– Critical production functionality is not available or a large number of users cannot access the SaaS Application. Causes a major business impact where service is lost or degraded and no workaround is available, therefore preventing operation of the business. Request Response Time: 30 minutes. Request Resolution Time Target: < 2 hours. Maximum Permitted Request Resolution Time: < 48 hours SaaS Severity Level 2: Requires priority attention - Some important production functionality is not available, or a small number of users cannot access the system. Causes significant business impact where service is lost or degraded and no workaround is available, however the business can continue to operate in a limited fashion. Request Response Time: 1 hr. Request Resolution Time Target: < 4 hours Maximum Permitted Request Resolution Time: < 96 hours SaaS Severity Level 3: Requires attention –There is a problem or inconvenience. Causes a business impact where there is minimal loss of service and a workaround is available such that the system can continue to operate fully and users are able to continue business operations. Request Response Time: 1 hr. Request Resolution Time Target: < 6 hours Maximum Permitted Request Resolution Time: < 7 days SaaS Severity Level 4: There is a problem or issue with no loss of service and no business impact. Request Response Time: 1 hr. Request Resolution Time Target: < 24 hours Maximum Permitted Request Resolution Time: < 7 days
SaaS Severity Level Target Response Time. SaaS Severity Level 0: Requires immediate attention– Critical production functionality is not available or a large number of users cannot access the SaaS Application. Causes a major business impact where service is lost or degraded and no workaround is available, preventing operation of the business. Request Response Time: 30 minutes. SaaS Severity Level 1: Requires priority attention - Some important production functionality is not available, or most users cannot access the SaaS Application. Causes significant business impact where service is lost or degraded and no workaround is available; however, the business can continue to operate in a limited fashion. Request Response Time: 1 hr. SaaS Severity Level 2: Requires attention – There is a problem or inconvenience that affects less than 100 users. Causes a business impact where there is minimal loss of service and a workaround is available such that the SaaS Application can continue to operate fully and users are able to continue business operations. Request Response Time: 2-4 hours SaaS Severity Level 3: There is a problem or issue with minimal user impact (<50 users). Request Response Time: 4-8 hours SaaS Severity Level 4: There is a problem or issue with no loss of service and no business impact. Request Response Time: 2-3 days This Appendix C sets forth the charges Contractor is authorized to invoice to the SFMTA for performing the Services. Authorized charges are broken down and described in the table below by category of service.