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Service Levels

Uptime

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

 

Service availability definition:  Datacenter uptime and Elastic UTM Filtering Services shall remain available for processing incoming traffic from active OmniWan subscribers.  This excludes any per customer site based local disruptions, customer based ISP issues, or transit link based issues outside of OmniWan or OmniNet 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 - 1 hr 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 - According to support plan tier


Platinum/Premium Support Plan


Level P1 - 7 Days a week 24x7
-> Use the word "Emergency" in the subject line for P1 service tickets

Levels P2, P3, P4 - Monday through Friday 9 AM - 6 PM EST

 
Gold Support Plan

Level P1 - 7 Days a week 6 AM to 12AM EST*
-> Use the word "Emergency" in the subject line for P1 service tickets

Levels P2, P3, P4 - Monday through Friday 9 AM - 6 PM EST

*Hourly charges apply if after hours P1 is is determined to be unrelated to OmniWAN services

 

Standard Support

Level P1 - P4 - Email/Service Desk only - Monday through Friday 9 AM - 6 PM EST

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