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U&D Square uses industry standard methodologies for defining service level targets, severity, resolution phases and response times:

Severity

The severity of a problem determines the impact it is having on site. As a general rule, the following definitions apply

High

System Down. The server/system is completely down or is not operational. Mission-critical applications are severely impacted by the problem.

Medium

Limited Functionality. Limited use of server/system. The server or application is considered unstable and is subject to periodic interruption. Mission-critical applications are not affected by the problem.

Low

Operation not affected. A general networking question.

Resolution Phases

There are typically four phases in resolving problems. These include:

1) Initial response from support engineer

The moment a qualified support engineer takes ownership of the problem and first communicates with customer/client

2) Problem Determination

When the nature of the problem has been determined. This phase may require customer staff to complete further analysis.

3) Action Plan

When a mutually-agreed upon plan is created to resolve the problem. This phase often requires additional work and negotiation between both parties to implement an acceptable solution

4) Resolution or Reprioritization

When an acceptable resolution or workaround is fully tested and provided. Sometimes a workaround alleviates the problem, but further analysis is required to ensure that it does not reoccur. In this case the whole problem may again be reprioritized.

Response Times

Service Levels defines target for maximum elapsed operation in providing support and resolving a problem. The following table illustrates anticipated response times.

Responsibilities	High Severity	Medium Severity	Low Severity
Initial response from a support engineer	10 min.	Within 20 min.	Within 30 min.
Problem Determination	Within 15 Min.	Within 30 min.	Within 30 min.
Action Plan	Within 20 min	Within 30 min.	Within 30 min.
Resolution or Reprioritization	Within 1 hr	Within 2hrs.	Within 3 hrs.

The above table is for our standard technical support offering, other support contracts may vary as per the SLA.

General Guidelines

Once assigned to a severity level, customer will stay within predetermined service level boundaries. Response and resolution targets are measured based on existing service levels commitments. Changes to a severity level can be made by engineers working on the incident. Service levels are expected targets, they are not guarantees 3rd party factors outside U&D Square’s control may impact our ability to deliver on the service level target.

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