Premier Support Severity Levels.

Severity 1

Catastrophic Business Impact:

Complete loss of one or more primary systems or services and core business processes / business-critical work cannot reasonably continue

Needs immediate attention

• First call response in 15 minutes or less
• Within 1 hour from Initial Response, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays or Within 3 hours from Initial Response, outside of USC business hours: Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
• Continuous effort, 24/7 basis
• TAM advised and monitors to regularly distribute updates on efforts
• Notification of US Cloud Sr. technical & executive staff

• Notification of Client senior executives
• Allocation of appropriate client-side resources to sustain continuous effort on a 24/7 basis
• Rapid access and response from change control authority
• Submission via phone only

Severity 2

Critical Business Impact:

Significant loss or degradation of services with business-critical work severely affected, but not completely halted

Needs accelerated attention

• First call response in 15 minutes or less
• Within 1 hour from Initial Response, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays; Within 3 hours from Initial Response, outside of USC business hours: Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
• Continuous effort, 24/7 basis
• TAM advised and monitors
• Notification of US Cloud Senior Managers

• Allocation of appropriate resources to sustain continuous effort on a 24/7 basis
• Rapid access and response from change control authority
• Notification of Client Management
• Submission via phone only

Severity 3

Moderate Business Impact:

Moderate degradation or loss of services, but work can continue in a sub-optimal manner

Needs to be prioritized above Severity 4 issues

• First call response in 15 minutes or less
• Within following business day, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
• Resolution effort during business hours

• Allocation of appropriate resources to align to US Cloud effort
• Access and response from change control authority within four business hours
• Submission via phone or web

Severity 4

Minimum Business Impact:

Substantially functioning with minor or no impediments of services

• First call response in 15 minutes or less
• Within following business day, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
• Resolution effort during business hours

• Accurate contact information on case owner
• Responsive within 24 hours
• Submission via phone or web