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Software Support Service Level Objectives
These are the targets that we strive for to provide a world class customer experience.
Software Service Level Objectives
System Availability Target *
Support Ticket Response Objectives **
|Description||Initial Response||Follow-up Communication|
|Critical||System completely unavailable||<2 Business hour||Every 2 business hours|
|High||Major impact to system resulting in significant loss of business functionality||<4 Business hours||Every business day|
|Medium||Moderate impact to business operations but work around available||<8 Business hours||Every 3 business days|
|Low||Minor issue, request to change functionality, design change, or documentation request||<2 Business days||As needed|
Our business hours are from 6am - 6pm Mountain Time.
* System availability is defined as being able to reach target website and login.
** Response objectives are not contractual commitments. Response objectives are measured across all support tickets received.
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