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Service Level Definitions

The following Service Level Definitions are the standard for all Customers, whereby individual Service Level definitions have not been negotiated.

Incident Type   Description
Severity 1 - Emergency   Availability: 24x7
  • Response
  • Remedy
  • Resolution
  
  • Response within 15 minutes (via phone)
  • Workaround within 3 hours
  • Resolution within 24 hours
Severity 2 - Major   Availability: Business hours*
  • Response
  • Remedy
  • Resolution
  
  • Response within 1 hour (via email)
  • Workaround within 2 business days
  • Incident answer within 5 business days
Severity 3 - Medium   Availability: Business hours*
  • Response
  • Remedy
  • Resolution
  
  • Response within 2 hours (via email)
  • Workaround within 5 business days
  • Incident answer within 15 business days
Severity 4 - Minor   Availability: Business hours*
  • Response
  • Remedy
  • Resolution
  
  • Response within 4 hours (via email)
  • Workaround within 10 business days
  • Incident answer within 20 business days
Severity 5 - Consultation Request   Availability: Business hours*
  • Response
  
  • Response within 2 business days (via email)

* United Kingdom 09:00 - 17:30 BST/GMT

For further details on the Service Definition, please request a copy from your Customer representative.

Incident Escalation Policy for Severity 1 Incidents

If Enigmatec Corporation is unable to provide work-around or temporary fix in time period specified, the customer may request - with the agreement of Enigmatec Corporation - a site visit to the customer's premises in conjunction with a Customer representative, to assist in troubleshooting and incident resolution. If the problem is determined to be outside of Enigmatec Corporation's product, the expenses and appropriate consultant fees will be paid by the customer.