SPK’s Managed Service Plan Comparison

Severity Description

All calls will be classified into the following severity levels:

• Severity 1 (P1)
• Severity 2 (P2)
• Severity 3 (p3)

Note 1: Level 1 Problems will be worked on a 24×7 basis until resolved, either remotely or on-site.

Note 2: Level 2 Problems will be worked on from 6am to 9pm Pacific remotely until resolved.  If problem requires on-site assistance, on-site will be provided during extended local business hours (6am to 9pm Pacific, excluding holidays/weekends).

Note 3: Level 3 Problems will be worked on a 8×5 basis remotely until resolved.  If problem requires on-site assistance, on-site will be provided during regular local business hours (9am to 6pm Pacific, excluding holidays/weekends).

Severity Definitions

Severity 1:  Production environment or other mission critical system(s) are down and no workaround is immediately available.  The ability to conduct business or service to the customer has stopped. Severity 1 responses require an immediate outage window in order to correct the issue.

Examples: Server down, network down, database down, application down.

Severity 2:  Major functionality is severely impaired.  Primary system function or access is failing, or an imminent failure report has been issued.   Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. A major milestone is at risk.  A temporary workaround is available.

Examples: Extremely slow system performance.

Severity 3:  Level 3 issues are low to medium impact problems which involve partial, non-critical functionality loss.  User questions, enhancements, requests.

Examples: Application report not functioning properly; hard drive space has entered the alert zone; user requests restoration of data.