Terminal49 address issues based on severity. The below table explains how issue severity is determined and the expected response time for each type of issue.
Severity Level | Impact | Definition | Expected Response Time |
1 | Critical | Some aspect of the system is completely broken and all customers are affected. Users cannot use the system until resolved. | ASAP; less than one day |
2 | High | Issue is critical for a subset of users. Customers w/ priority SLA | 4 business hours |
3 | Moderate | Terminal49's data or functionality is not working as expected. Issues do not impact overall system function but causes inconvenience to the user. | 1 business day |
4 | Low | Issues that cause minimal inconvenience; general inquiries | 3 days |
5 | None | No impact on the platform or users' ability to use it. | 3 days |
Customers with a Priority SLA subscription can expect a 1-day response to all issues regardless of severity. You can read more about Priority Support here. Contact [email protected] if you are interested in adding Priority SLA to your Terminal49 plan.