|Severity of Issue||Common Examples||Initial Response Objective*||Recovery Plan|
Your Chronicle server is down and no one can access it.
|Chronicle Server System Down is the only circumstance for an issue to be classified as Critical.||
1 Business Hour
|Down servers are worked on continuously during office hours until a workaround or resolution is found. They are immediately escalated to the Customer Support Supervisor; if they are unresolved in 12 hours they are escalated to the Customer Support Manager.|
Significant loss or reduction of service
A major function is experiencing a reproducible problem which causes major inconvenience: business critical operations fail consistently.
4 Business Hours
|Customer Support will identify the source of the problem and (if necessary) create a workaround or other resolution in order to restore normal business operations as soon as possible.|
Minor loss or reduction of service
An operation occasionally fails or isn’t performing as expected, or you have a question about how to use part of Chronicle.
1 Business Day
|Customer Support will make a best effort to answer any how-to questions and look at any unexpected behavior with a view to fixing the problem. When appropriate, we will log the issue as a bug or feature request and pass it to our development team. You can contact Customer Support to monitor the status of any bug or feature request.|
*Please note that Initial Response Objectives are when you should first hear from us, not how quickly a problem will be resolved. Due to the complexity of the product and interactions with your network environment we cannot project resolution times for Support issues.