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Support Response TimeTable
1. Call Windows
The Standard Call Window is 8:30 am to 5:00 pm Pacific Standard
Time or Pacific Daylight time when this adjustment is in effect.
2.
Reported Issue Response
TimeLogic will make all reasonable efforts necessary to achieve
the response times indicated below for Reported Issues. Reported
Issues will be dealt with based on the Problem Severity and providing
that Customer supplies all inputs in a timely manner as requested
by TimeLogic.
| Level |
Severity |
Call Back / Acknowledge |
Assigned |
Resolution / Disposition |
| 1 |
Critical Impact |
Same business day, standard support window |
Immediate |
Runtime until resolved |
| 2 |
High Impact |
Same business day, standard support window |
4 hours |
2 weeks or escalate |
| 3 |
Medium Impact |
Within 24 hours, excluding weekends and holidays; standard
support window |
Next business day |
6 weeks |
| 4 |
Low Impact |
Within 24 hours, excluding weekends and holidays,
Standard support window |
As prioritized |
Scheduled maintenance release |
3. Problem Severity Classifications
The following are TimeLogic’s
Problem Severity Classifications for Reported Issues encountered
in use of Product:
Critical Impact
Reported Issues meet the following criteria:
• System is down
• The Reported Issue causes basic capabilities necessary to run the
Product to be inoperable and there is no Work Around;
• The Reported Issue causes incorrect results and there is no Work
Around available.
TimeLogic shall make commercially
reasonable effort to reduce the severity level so that system operations
are restored or
a technical
operational or procedural method of working around the Reported
Issue (“Work Around”) is installed. Where appropriate
and possible, TimeLogic will work to release a Product Patch
to Customer until either the Reported Issue is resolved or the
severity
is reduced.
High Impact
Reported Issue meets the following criteria:
• The system is frequently down on an intermittent basis and
the
Work Around is onerous to Customer
• The Reported Issue is causing incorrect results and the
Work Around
is onerous to Customer;
• The Reported Issue causes basic capabilities necessary to run the
Product to be inoperable and the Work Around is onerous to customer
TimeLogic
shall make commercially reasonable effort to reduce the severity level to that
system operations are restored or
a technical,
operational or procedural Work Around is installed. Where appropriate
and possible, TimeLogic will work during the Call Window and
make commercially reasonable efforts to release a Product Patch
to Customer
that will solve the Reported Issue or reduce the severity.
Medium
Impact
Reported issues meets the following criteria:
• The Reported Issue is causing incorrect results and the
Work Around
is available to Customer;
• The Reported Issue causes incorrect results to be visible
to the
consumer.
TimeLogic will address in a priority order and will, where
appropriate and possible, make resolution in a Product Patch
or a scheduled
maintenance release.
Low Impact
TimeLogic will make commercially reasonable efforts to address
all other Reported Issues in a routine maintenance priority.
If you are operating under our annual Support
Contract, please contact our Support Team via our support form.
Telephone
Support
For an immediate response, call us at 760-431-1263 ext. 4 to speak to a
support representative.
If you do not currently have a Support Contract,
contact our Sales department to
establish one today.
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