Severity Definitions

A Severity One issue indicates the production server or other mission critical system(s) are down and there are no immediate workarounds. For an issue to be considered a Severity One issue, one of the following criteria must be true:

• A substantial portion of your mission critical data is at a significant risk of loss.
• There is a substantial loss of service.
• Business operations have been severely disrupted.

In order to resolve the issue, Mambo will initiate the following support procedures:

1. Assign a support agent to promptly correct the issue.
2. Provide regular communication on the status.
3. Provide a temporary workaround or fix.

Severity One support requires that your Technical Support Contacts be available to work on the issue on an ongoing basis during your contractual hours.

A Severity Two issue indicates the production server is functioning but is severely impaired with limited capabilities or is unstable with major interruptions to service. For an issue to be considered a Severity Two issue, one of the following criteria must be true:

• Operations can continue in a limited fashion, although long-term productivity may be affected.
• A major milestone is at risk.
• A temporary workaround is available.

In order to resolve the issue, Mambo will initiate the following support procedures:

1. Assign a support agent who will triage and escalate the issue as necessary.
2. Reasonable efforts will be made to provide a workaround or fix in the next Service Pack/Maintenance Release.

A Severity Three issue indicates the production server is functioning but is moderately impaired or is unstable with minor interruptions to service. There is a medium-to-low impact on your business operations and workarounds are available. For an issue to be considered a Severity Three issue, one of the following criteria must be true:

• Partial, non-critical loss of functionality, which allows the users to continue using the software.
• A workaround is available.

A Severity Four issue indicates a product enhancement or improvement request, a general question, a cosmetic or documentation error, or a request for information. There is low-to-no impact on your business operations.