Severity Definitions and Service Levels

Aptem endeavours to provide an excellent service to all customers. Aptem’s primary objective is, in all circumstances, to keep our customers’ business running smoothly as it relates to the use of the software. Below we define how queries, how-to questions, problems, and other issues relating to users interacting with the Software are prioritised and handled.

 

Severity Assignation

Once a ticket has been submitted, a member of the Aptem Support Team will review the ticket and, based on the information provided, classify the ticket with an appropriate Severity.

Customers are asked to provide details of the Impact and Prevalence (i.e. % of users affected) of the issue which, together with the description provided, are used to determine the Severity. 

 

Severity Definitions

The following table provides details of the severity levels available when submitting a ticket and a description of when to use each of the severities.

Severity Definition
Critical The Software is entirely unavailable or there is widespread system unavailability or inoperability risking business-critical operations.
Severe Loss of Software functionality and/or usability resulting in a high number of Users being unable to perform their normal functions.
Major Degradation of Software functionality and/or usability resulting in a significant number of Users being limited in their ability to perform their normal functions.
Moderate Degradation of Software functionality and/ or usability with Users still reasonably able to perform their normal functions.
Standard

Minimal degradation of Software functionality and/or usability with little relative impact on Users.

How-to and guidance-related questions related to any area of the Services.

 

Service Levels for Support Queries

Aptem works to deliver the Service Levels described in the table below in relation to the applicable Severity.

Business hours in the table means hours between 0900 to 1730 during UK business days, excluding public holidays and the days between Christmas Day and New Year’s Day.

Service Levels apply to customers’ main production tenants only. Additional tenants (including but not limited to test / UAT tenants) fall outside of the scope of the Service Levels.

Severity Initial Response Time Mitigation
Critical 1 Business Hour 90% of issues mitigated within 4 business hours
Severe 2 Business Hour 90% of issues mitigated within 5 business days
Major 3 Business Hour 90% of issues mitigated within 30 business days
Moderate 4 Business Hours N/A
Standard 4 Business Hours N/A

 

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