Service Level Agreements

What is a support issue?:

A support issue is specifically focused on whether or not the service is functioning as defined. Questions related to How or Why any part of the service behaves the way it does is a training issue and not a support issue. In the rare case of a service outage, support issues are put on hold until service is restored.

What are the priority ratings P1-P5?:

• Priority 1 Issues are critical issues that affect all or a majority of assets or services: Status update (from TriActive to Customer) twice daily (during business hours) until the issue is resolved. The issue should be resolved within 48 hours, or a workaround provided where the priority of the problem could be lowered.



• Priority 2 Issues are issues causing severe impact, and although service is still usable, it’s with great limitations. This is typically issues where there are issues that affect an array of assets. Status update once a day (during business hours) until the issue is resolved. The issue should be resolved within 5 business days, or a workaround provided where the priority of the problem could be lowered.



• Priority 3 Issues are issues that have some impact on service, but the service can be still be used normally. These are the most common type of trouble tickets opened (and is the default setting for submitted problems). These include trouble with a given asset, trouble with a given function, of failure related to a small subset of machines. A status update can be expected once every 5 business days, until the issue is resolved. The issue should be resolved within 3 weeks, or a workaround provided where the priority of the problem could be lowered.



• Priority 4 Issues are minor issues that have either no impact to service, are small inconveniences with work a-rounds available: TriActive staff may either move the ticket out of support and into the enhancement request category, supply additional work-around suggestions, log the issue as a bug to be fixed in a future maintenance release, or close the ticket. Updates will continue whenever its updated.



• Priority 5 Issues are “I can’t figure out how something works and the online resources have not solved my training” requests. This is considered a non-service issue and response times are completely discretionary, typically based on support workload.