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Support ​Severity Levels

Sitefinity Support Severity LevelsWhen you open a support case we kindly request that you specify its severity level, so that we can better prioritize our work to deliver the best service to you and all other customers. 

When our support engineers analyze a case they use the below table to determine if the severity level is properly specified and if not, they will change it and notify you.  


Severity Level Definition
1 – Production System Down Production system is down.
A severe problem that prevents an existing production system from operating where no workarounds can be implemented as for example:
  • System crashes, freezes or terminates uncontrollably
  • Corruption or loss of data
  • Compromised security
  • System fails to start or connect
2 – Restricted Operations Loss of service resulting in restricted business operations.
A less severe problem that may restrict a production system, but does not prevent it from operating. The problem may affect development, testing or migration efforts as for example:
  • Severe performance problems
  • Production down issues for which a workaround has been implemented
  • Blocking development issues
3 – Question/Inconvenience Limited loss of service resulting in minimal impact to business operations.
A problem with little or no impact to production, testing or development environments. Nuisance issues, or questions about product functionality and usage as for example:
  • User interface or cosmetic issues
  • Inconveniences that do not restrict use of the product
  • Questions regarding the use of, or future plans for, the product

Service Level Commitments

Customer Support will review the severity level assigned and allocate the appropriate resources. Sitefinity Support will use commercially reasonable efforts to resolve reported cases. If a practical workaround, or temporary solution, is identified the severity level will be re-evaluated.

Severity Service Level Commitment
1 – Production System Down Customer Support will assign Technical Support Engineers to provide full-time continuous support until the case is either resolved or circumvented. The customer must be committed to making the relevant documentation, system and personnel resources available round the clock to assist in resolving the case. If customer’s resources are unavailable, or if Support is able to provide a temporary solution, the severity level of the case will be re-evaluated.
2 – Restricted Operations Customer Support will assign a Technical Support Engineer to investigate the reported case to resolution. The customer must be committed to making the relevant documentation, system and personnel resources available to assist in resolving the case. If Support is able to provide a temporary solution, the severity level will be re-evaluated to determine the appropriate course of action.
3 – Question/Inconvenience Customer Support will assign a Technical Support Engineer to investigate the reported case to resolution. If the problem is determined to be a product defect the Technical Support Engineer will verify the existence of the defect and document it accordingly.

Response Times

In order to ensure timely responses and resolutions to your cases we measure our performance against Service Level Objectives (SLOs). Our SLO is to meet the below time frames for 80% or more of all reported cases.

Response Time and Resolution SLOs
Severity Case reported via Initial support response Support Resolution
Severity 1 – Production System Down Telephone < One Hour 7 Days
Severity 2 – Restricted Operations Telephone/Web One Business Day 14 Days
Severity 3 – Question/Inconvenience/Cosmetic

Web

One Business Day 21 Days

The stated SLOs are internal guidelines of the Sitefinity Support Team and all times are in business days and hours. They are provided here for information purposes only and are not a legally binding commitment or agreement. 

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