Support Levels & Hours
| Support Offerings | Hours of Operation | Initial Response Goals |
| Rapid Technologies Fast-Track Support |
Local Business Hours 7am-7pm, M-F (Excludes holidays) |
S1 = 1 Business Hour S2 = 2 Business Hours S3 = 4 Business Hours S4 = 6 Business Hours |
| Rapid Technologies Continuous Support |
Severity 1
24 hours x 7 days (Includes published holidays)
Severity 2-4
Local Business Hours
7am-7pm, M-F (Excludes published holidays)
|
S1 = 1 Clock Hour |
| 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:
|
| 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 |