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Ticket Severity Definitions and Response Times
Severity
Description
Resolution
Severity:
Severity One (1)
Urgent
Description:
Critical Issue that severely impacts the use of the Product.
The product
- is down or unavailable;
- can’t be accessed or logged into;
- crashes when restarted; or
- isn’t processing alerts or situations data (or the incoming data is corrupted or lost)
Resolution:
Vitria will provide a Workaround or Restoration within 4 hours from the Initial Response Time.
Vitria will continue to work with the End User until the Issue is Resolved.
Severity:
Severity Two (2)
High
Description:
An Issue (reproducible) is impacting the major functionality, or is degrading significantly the performance, of the Product, but where alerts and situations data are still being processed.
Product is operational but its performance is highly degraded causing major impact on the use of the Product where no reasonable Work-around is immediately available.
Resolution:
Vitria shall provide a reasonable Work-around, if available, within 16 hours from the Initial Response Time.
If no reasonable Work-around is available, Vitria will continue to work with the End User until the Issue is Resolved.
Severity:
Severity Three (3)
Normal
Description:
A non-critical functionality failure described as intermittent or cannot be reproduced consistently, causing medium to-low impact on the use of the Product.
Product is operational but certain Product feature or function is defective causing moderate to nominal adverse impact on the use of the Product.
Resolution:
Vitria will continue to work with the End User until the Issue is Resolved
Severity:
Severity Four (4)
Low
Description:
An enhancement request, question, or irritant
No direct system impact on the use of the Product.
Resolution:
Issues may be addressed in future
Product releases.