Support Levels & Hours

Support Offerings Hourse of Operation Initial Response Goals

Rapid Technologies
Basic Support		 Local Office Hours
8 hours x 5 days (Excludes holidays)		 S1 = 4 Office Hours
S2 = 8 Office Hours
S3 = 12 Office Hours
S4 = 24 Office Hours
Rapid Technologies
Fast-Track Support		 Local Business Hours
12 hours x 5 days (Excludes holidays)		 S1 = 1 Business Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 6 Business Hours
Rapid Technologies
Continuous Support		 Continuous Hours
24 hours x 7 days		 S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 6 Business Hours

 

Severity Level    Severity Criteria
1 Critical Service Impact
Issuecritically affects the primary business service, major application, or mission critical system. Customer resources should be available and willing to work on a 24x7 basis with Rapid Technologies to resolve the issue. Characteristics of a Severity 1 issue include:
  • Business service is not operational
  • Production system crashes
  • Data integrity at risk
  • Production backup and recovery operations fail
2 Significant Service or Implementation Impact
The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.
3 Moderate Service Impact
The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround.
4 No Service Impact
Non-critical issues, general questions, enhancement requests, or documentation issues