|Support Level||Operating Hours||Methods|
|Tier 1||24x7x365||Phone, Email, Chat|
|Tier 2||24x7x365||Through Escalation|
|Tier 3||8a to 12a PST 7x365||Through Escalation|
|Severity Level||Service Functionality||Client Notification||Agent Assigned||Diagnosis Time||Resolution or workaround|
|Sev 0||All Clients Affected||Hourly||Immediate||30 Min||120 Min|
|Sev 1||Many Clients||Hourly||Immediate||30 Min||120 Min|
|Sev 2||Single Client||Hourly||60 Min||240 Min||5 min|
|Sev 3||Limited or degraded access||Daily||240 Min||48 Hours||5 min|
|Sev 4||Request for Info||Weekly||5 min||48 Hours||14 Days|
Enterprise Customers - If a Problem Severity Level 1 or 2 is not resolved by the time identified in the Resolution column above, a Service Provider account representative or similar executives shall promptly contact Company to provide an explanation as to why the Problem is not resolved and what steps are being taken to resolve the problem as soon as possible.
Maintenance Window - Periods reserved for scheduled maintenance which should be outside of business hours
Regularly Scheduled Maintenance Window – Every Sunday from 6am to 9am pst
Emergency Maintenance - Service Provider will notify Company of any maintenance outside the Scheduled Maintenance outlined above which may cause the Subscription Services to be not Available as soon as reasonably practicable.