Level of Severity | Description of Severity | Response Goal |
|---|
Level 1 | Production application down or major malfunction resulting in majority of users unable to perform their normal functions. | 4 hours |
Level 2 | Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. | 8 hours |
Level 3 | Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. | 24 hours |
Level 4 | Minor loss of application functionality or product feature question. | 48 hours |
Support Levels
| Support Plan Feature | Standard |
| Web-based Support | 3am - 5pm Pacific |
| Technical Contacts* | 2 |
| Answers Community Support |  |
* Number of license technical contacts that may contact Brikit Support.
