Severity One (1)
Urgent

Critical Issue that severely impacts the use of the Product.

The Product:
• is down or unavailable;
• can’t be accessed or logged into;
• crashes when restarted; or
• isn’t processing alerts or situations data (or the incoming data is corrupted or lost)

Within 30 minutes upon contacting the Telephone Support

Moogsoft will provide a Workaround or Restoration within 4 hours from the Initial Response Time.

Moogsoft will continue to work with the End User until the Issue is Resolved.

Severity Two (2)
High

An Issue (reproducible) is impacting the major functionality, or is degrading significantly the performance, of the Product, but where alerts and situations data are still being processed.

Product is operational but its performance is highly degraded causing major impact on the use of the Product where no reasonable Work-around is immediately available.

Within 4 hours after the Issue is registered

Moogsoft shall provide a reasonable Work-around, if available, within 16 hours from the Initial Response Time.

If no reasonable Work-around is available, Moogsoft will continue to work with the End User until the Issue is Resolved.

Severity Three (3)
Normal

A non-critical functionality failure described as intermittent or cannot be reproduced consistently, causing mediumto-low impact on the use of the Product.

Product is operational but certain Product feature or function is defective causing moderate to nominal adverse impact on the use of the Product.

Within 24 hours after the Issue is registered

Moogsoft will continue to work with the End User until the Issue is Resolved

Severity Four (4)
Low

An enhancement request, question, or irritant

No direct system impact on the use of the Product.

Within 48 hours after the Issue is registered

Issues may be addressed in future

Product releases.

Severity One (1)
Urgent

Critical Issue that severely impacts the use of the Product.

The Product:
• is down or unavailable;
• can’t be accessed or logged into;
• crashes when restarted; or
• isn’t processing alerts or situations data (or the incoming data is corrupted or lost)

Within 30 minutes upon contacting the Telephone Support

Moogsoft will provide a Workaround or Restoration within 4 hours from the Initial Response Time.

Moogsoft will continue to work with the End User until the Issue is Resolved.

Severity Two (2)
High

An Issue (reproducible) is impacting the major functionality, or is degrading significantly the performance, of the Product, but where alerts and situations data are still being processed.

Product is operational but its performance is highly degraded causing major impact on the use of the Product where no reasonable Work-around is immediately available.

Within 4 hours after the Issue is registered

Moogsoft shall provide a reasonable Work-around, if available, within 16 hours from the Initial Response Time.

If no reasonable Work-around is available, Moogsoft will continue to work with the End User until the Issue is Resolved.

Severity Three (3)
Normal

A non-critical functionality failure described as intermittent or cannot be reproduced consistently, causing mediumto-low impact on the use of the Product.

Product is operational but certain Product feature or function is defective causing moderate to nominal adverse impact on the use of the Product.

Within 24 hours after the Issue is registered

Moogsoft will continue to work with the End User until the Issue is Resolved

Severity Four (4)
Low

An enhancement request, question, or irritant

No direct system impact on the use of the Product.

Within 48 hours after the Issue is registered

Issues may be addressed in future

Product releases.