- Level 1 (Emergency): A production problem which that may severely impact the client’s production systems, or in which the client’s production systems are down or not functioning; loss of production data or up timeuptime, and no procedural work around workaround exists.
- Level 2 (Urgent): A problem where the client’s system is functioning but in a severely reduced capacity. The situation is causing a significant impact to on portions of the client’s business operations and productivity. The system is exposed to potential loss or interruption of service.
- Level 3 (Normal): A medium-to-low impact problem which involves partial non-critical functionality loss. One which impairs some operations but allows the client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the client’s operation and issues in which there is an easy circumvention or avoidance by the end-user.
- Level 4: These are issues which that do not impact the functioning of usage , but do serve to create small annoyances. This includes documentation errors.
The client acknowledges that not all Level 3 or Level 4 problems will require a workaround. CloudAfrica may, in its reasonable discretion, respond to a Level 3 or Level 4 problem by making the error Error a feature request. CloudAfrica will keep a full list of feature requests in a client road map, and prioritize development according to the client’s requirements.
Feature development is outside the scope of this agreement.
Customers may log all faults via e-mail, or telephone in the case of emergencies. A support ticket will be generated from an email, or a support agent logging a fault. First-line support will be responsible for monitoring all tickets logged, and assigning an appropriate status and resource to them.
If the issue needs to be escalated the second-line support agent is expected to act on the incident immediately, and the front-line support agent is expected to contact the customer to communicate that the issue has been escalated.
Throughout the process of resolving a ticket, the customer must be updated at the following milestones:
- Ticket opened
- Ticket The ticket is being diagnosed
- More information is required from the Customer
- Actively fixing problem
- Problem solved
- Testing and verification
- Issue is Closed