Service Commitment

The following predefined customer commitments provide a guideline for problem management and escalation procedures. They are designed to limit customer downtime and maximize customer satisfaction.

Severity Levels Definition:

Critical: Major Service Interruption

Severely impaired user operations, no acceptable workaround.  Potential loss of revenue and/or user work time due to bad performance, lost data, unavailability of critical function(s), or impairment of other applications.

High: Significant Service Interruption

Significant user inconvenience; user operations can continue but in limited fashion, partial workaround exists.  Examples: recoverable data corruption, widespread false alarms, server or agents require periodic rebooting.

Medium: Moderate Service Interruption

Moderate user inconvenience; no loss of service, clean workaround exists.  Examples: isolated false alarms, misleading data presentation, impaired usability.

Low: No Service Interruption

Some inconvenience but no loss of service, no impact to operations.  Examples: documentation errors, enhancement requests.

Escalation Levels Definition:

Level 3: Engineers are deployed to customer site; process is managed or monitored by senior staff. Field team works closely with customer and corporate office to reproduce problem and diagnose. Process continues until a fix can be validated and implemented at customer site.

Level 2: Escalation team is assembled from development and customer service departments. Senior staff is notified. Escalation team works with customer to reproduce problem at ProactiveNet corporate office and provide fix or workaround.

Level 1: Customer service department identifies the problem and provides solution.