Service Level Response Time Commitments

Service level standards are the response commitments and pledges to the customer on the actions and timeliness of those actions that PrismTech will take in resolving technical problems with PrismTech's products.

For all levels of support whether Standard or Silver, PrismTech will work to defined target performance levels, i.e. PrismTech aims to provide advanced application development and deployment engineering support with raised performance targets for tackling problems.

For raised performance targets, each problem entered in the Web-based Support System is assigned a severity level. This severity level is directly related to the severity level of the problem in the field and is co-operatively agreed by the customer and the helpdesk at the time of entry. As additional data becomes available, it is possible that the severity of a problem be adjusted during problem diagnosis/clarification. This adjustment is performed co-operatively by the customer and the Technical Account Manager.


The following illustrates guidelines for determining severity levels based on severity descriptions given by the customer when submitting and a Problem Report:

Severity Level - Description
1 - Critical - Proven failure of product in the field. The product is unusable, resulting in a critical impact on the operation. No workaround is available.
2 - Serious - The product will operate but its operation is severely restricted. No workaround is available.
3 - Moderate - The product will operate with limitations that are not critical to the overall operation. For example a workaround forces a user and/r a systems operator to use a time consuming procedure to operate the system; or removes a non-essential feature.
4 - Low - The product can be used with only slight inconvenience.

PrismTech demonstrates its recognition of the importance of mission critical applications using PrismTech software in customer environments. To accomplish this, PrismTech uses all reasonable efforts to effect the following levels of engineering response commitments (i.e. response from an engineer, not just helpdesk) relative to problem severity:

Critical
• 4 hours - Silver/Standard
Serious
• 1 business day - Silver/Standard
Moderate
• 2 business days - Silver/Standard
Low
• 4 business days - Silver/Standard

PrismTech's commitment to providing assistance for mission critical systems aims to be direct and measurable, particularly when offering support services to the larger enterprise class customer. As a first step towards delivering system resolution, PrismTech assigns engineers to continually work on a higher severity issue until the issue is resolved, as detailed below:

Critical
• During Business Days - Silver/Standard
Serious
• During Business Days - Silver/Standard
Moderate
• Scheduled for next available slot - Silver/Standard
Low
• Scheduled for next available slot - Silver/Standard

For problems that cannot be resolved within set time thresholds, a priority-based problem escalation process promotes these problems in priority so that the appropriate expert resources are allocated to their resolution.