Problem Severity & Response Time

CONTENTS

Problem Severity & Response Time

Effective 14 December 2022
Service Level Guarantee – StarCompliance will respond to problems according to the following severity levels:


LEVEL 1 (NORMAL BUSINESS HOURS)

Definition

Major Business Impact: Incident Management / Call Center is down or significant malfunction resulting in a product inoperative condition. Users are unable to perform their normal functions reasonably. The specific functionality is mission critical to the business, and the situation is considered an emergency.

Communications

Respond to the customer within 1 hour and hourly after that of notification 100% of the time until the issue is resolved.

Typical Support Efforts

Requires maximum effort from StarCompliance and affected customer(s), until an emergency fix is developed, or a workaround is available.

Typically resolved within 4 hours of replication or less in 95% of cases.

Critical situations may require both affected customer(s) and StarCompliance personnel to be at their respective work locations on an around-the-clock basis.

Immediately after the initial response to the customer(s), work will begin to identify a resolution to return the system to the operational state. Service will be restored as soon as possible.

LEVEL 1 (OFF HOURS)

Definition

Major Business Impact: Incident Management / Call Center is down or significant malfunction resulting in a product inoperative condition. Users are unable to perform their normal functions reasonably.

The specific functionality is mission critical to the business, and the situation is considered an emergency.


Communications

Respond to the customer within 2 hours of notification 100% of the time.

With an open line of communication continuing after initial connection 100% of the time until the issue is resolved.


Typical Support Efforts

Requires maximum effort from StarCompliance and affected customer(s), until an emergency fix is developed, or workaround is available.

Typically resolved within 6 hours of replication or less in 95% of cases.

Critical situations may require both affected customer(s) and StarCompliance personnel to be at their respective work locations on an around-the-clock basis.

Immediately after initial response to the customer(s), work will begin to identify a resolution to return the system to the operational state. Service will be restored as soon as possible.

LEVEL 2 (NORMAL BUSINESS HOURS)

Definition

Significant Business Impact: Critical loss of Incident Management / Call Center functionality or performance is resulting in a high number of users unable to perform their standard functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program is usable but severely limited.


Communications

Respond to the customer within 2 hours of notification 100 % of the time.

Daily Updates will be daily via phone/email until the issue is resolved.


Typical Support Efforts

Immediately after initial response to the customer, the objective is to identify mutually and systematically adequate relief or workaround within 2 business days of notification to StarCompliance Service Support and replication of the problem during regular business hours.

Typically resolved within 3 business days of replication or less in 95% of cases.

Resolution may require customer(s) feedback to find an adequate resolution.

LEVEL 3 (NORMAL BUSINESS HOURS)

Definition

Minor Business Impact: Indicates a defect in Incident Management / Call Center operations that impacts usage and/or availability of limited functions, but the affected functions are not critical to overall usage.


Communications

Respond to the customer within 1 business day of notification 100% of the time.

Updates to the customer(s) will be provided as information becomes available via phone/email until the issue is resolved.


Typical Support Efforts

Typically resolved within 10 business days of replication or less in 95% of cases.

Resolution may require customer(s) feedback to find an adequate resolution.

LEVEL 4 (NORMAL BUSINESS HOURS)

Definition

No Business Impact: Considered to have minimal impact on customers. Indicates a perceived shortcoming in Incident Management / Call Center that has no significant impact on usage and/or availability.


Communications

Respond to the customer within 3 business days of notification 100% of the time.

Updates to the customer(s) will be provided as information becomes available via phone/email until the issue is resolved.


Typical Support Efforts

Typically resolved within 15 business days of replication or less in 95% of cases.

Resolution may require customer(s) feedback to find an adequate resolution.