Severity Level Determination
Customer may report errors in or questions about the Solutions (collectively “support issues”) via the Impaqx Support site.
When communicating support issues to Impaqx, Customer shall reasonably self-diagnose each support issue and recommend, in good faith, to Impaqx an appropriate Severity Level designation. Impaqx shall validate Customer’s Severity Level designation, or notify Customer of a proposed change in the Severity Level designation to a higher or lower level with justification for the proposal.
Support Issue Production Severity Levels
Impaqx responds to support issues based on severity level (as defined below) during standard Impaqx support hours. Standard Impaqx support hours are from 8:30am to 5:30pm US Eastern Time on weekdays, excluding when these US holidays are observed: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
Impaqx Response Time is the period of standard Impaqx support hours from the time a support issue is first communicated by Customer to Impaqx until Impaqx responds to Customer and/or escalation within Impaqx, if appropriate.
Because of the widely varying nature of issues, it is not possible to provide specific resolution commitments.
Severity Level 1:
- Definition: The Solution is unavailable for all users, or the Solution contains a bug that prevents Customer from executing one or more critical business processes with a significant impact and no workaround exists.
- Impaqx Response Commitment: Impaqx will respond within one (1) hour of receipt of case.
- Resolution: Impaqx will work to resolve the problem until the Solution is returned to normal operation or a workaround is made available that reduces the situation to Severity 2, 3, or 4. Customer will be notified of status changes.
Severity Level 2:
- Definition: The Solution contains a bug that prevents Customer from executing one or more important business processes. A workaround exists but is not optimal.
- Impaqx Response Commitment: Impaqx will respond within four (4) hours of receipt of case.
- Resolution: If resolution requires a Impaqx bug fix, Impaqx will add the bug fix to its development queue for future Update and suggest potential workaround until the problem is resolved in a future Update. Customer will be notified of status changes.
Severity Level 3:
- Definition: The Solution contains a bug that may disrupt important business processes where a workaround is available, or functionality is not imperative to Customer’s business operations.
- Impaqx Response Commitment: Impaqx will respond within twenty-four (24) hours of receipt of case.
- Resolution: If resolution requires a Impaqx bug fix, Impaqx will add the bug fix to its development queue for future Update and suggest potential workaround until the problem is resolved in a future Update. Customer will be notified of status changes.
Non-system issues (Severity Level 4):
- Definition: Non-system issues such as product functionality questions, account configuration questions, or other account requests.
- Impaqx Response Commitment: Impaqx will respond within twenty-four (24) hours of receipt of case.
- Resolution Commitment: Impaqx will respond to request. Customer will be notified of status changes.