Service Request Process. 2.1 Service Request Definition. A Service Request is any email, phone call, or in-app chat ticket sent to NextRequest by the Customer indicating support action is necessary or desired. This includes Bug reporting and Customer Support. 2.2 Severity Levels and Response Times. Each Service Request will be assigned a Severity Level by the party initiating the request. If NextRequest reasonably determines that the Customer has assigned an incorrect Severity Level to a ticket, NextRequest may assign a different Severity Level. The Severity Levels are defined below, along with the corresponding Initial Response Time within which NextRequest (or, in the case of Critical requests, our Hosting Partner) will respond to the Customer’s request and begin work on the issue: Critical Service is inoperative Service is inoperative, Customer’s business operations or productivity are severely impacted with no available workaround, or a critical security issue exists. 2 hours during Business Days (phone or email) Standard (High) Service is operating but issue is causing significant disruption of Customer’s business operations; workaround is unavailable or inadequate. 1 Business Day (phone or email) Standard (Medium) Service is operating and issue’s impact on the Customer’s business operations is moderate to low; a workaround or alternative is available. 1 Business Day (email) Standard (Low) Issue is a minor inconvenience and does not impact business operations in any significant way; little or no time sensitivity. 1 Business Day (email)
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