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Service Levels

Uptime

Service availability - Annual 99.99% uptime - Datacenter and MDS hosting services availability*

 

Service available definition:  Datacenter uptime and Elastic UTM Filtering Services shall remain available for processing incoming traffic from active MDS subscribers.  This excludes any per customer site based local disruptions, customer based ISP issues, or transit link based issues outside of MDS or MDS Datacenter's scope. 

 

Severity Level Definitions

The following applies to service requests for active subscriptions only.  Trial, Evaluation, or BETA subscriptions not included.  Only existing installations fall under the SLO definitions below.  

Important: Scheduling of new installations/deployments should be taken into careful consideration by partners as installations will be treated as a P3.

 

P1 - All Systems Down - 30 min response time during business hours

(2 hour response time during non-business hours)

All services affected and full customer productivity outage.  Threatens any future customer productivity.

 

P2 - Critical System Down - 2 hour response time

One or more critical system(s) impacted. Partially affecting customer productivity services that cannot be performed.  Customer proceeding in a severely impaired fashion.

 

P3 - Important - 4 hour response time

Important issue but does not cause significant customer impact or critical system work stoppage for customer.

 

P4 - General - 8 hour response time

General support issues affecting customer productivity.  Does not have significant critical productivity impact.

 

Hours of coverage

Priority Support

Level P1 - 7 Days a week 6 AM to 12AM EST

Levels P2, P3, P4 - Monday through Friday 8 AM - 6 PM EST

 

 

Standard Support

Email only - Monday through Friday 8 AM - 6 PM EST

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