Support Levels. Once a technical support request has been received by Absorb, and all required information has been gathered, a severity level will be assigned to the request as set forth below: Support Level Rating Target Response Elite + Premium Level 1 - Critical 2 Hours Level 2 - High 4 Hours Level 3 - Normal 8 Hours Level 4 - Low 24 Hours • Level 1 - Critical: The Service is not functioning or is materially unavailable. The Service is not available to many Users, or the production system is down, or all features/functions are unavailable. For example: No course content is available, no Users can login, or the administrative interface is unavailable.
Appears in 3 contracts
Sources: Service Agreement, Service Agreement, Service Agreement