Severity Level | Description of Problem | ZEDEDA Target Response Times |
Severity 1 | An Error that (a) prevents the use of a critical function of the ZEDEDA Software, or (b) causes unscheduled downtime in the ZEDEDA Software. | Respond within four (4) hours of issue being logged; it is recommended that all severity 1 issues be logged via a dedicated email address to Product Support. Problem worked 24 x 7 x 365 until resolved or work around provided. |
Severity 2 | An Error under which the ZEDEDA Software is still functioning, but under which one or more minor functions are limited, restricted or impaired. | Respond within eight (8) hours of issue being logged with ZEDEDA Product Support. Problem worked 24 x 7 x 365 until resolved or work around provided. |
Severity 3 | Any other Error, questions related to the use of the ZEDEDA Software; or a request to be considered for future enhancements. | Respond within two (2) Business Day of issue being logged with ZEDEDA Product Support. Problem worked before next major update of the ZEDEDA Software |
![]() where: “n” is the total number of hours in a given calendar month excluding Scheduled Downtime, and Exception Times; and “y” is the total number of Downtime hours in the given calendar month. |
For months in which services commence on other than the first day of the month, the calculation of System Availability will be prorated accordingly.
In order to receive credit hereunder, Customer must make a written request to ZEDEDA within thirty (30) days of the end of the applicable month. Credits will expire at the termination or expiration of the Agreement.