Service Level Agreement

The service is monitored 24x7x365 and TriActive maintains a 99.9% service uptime SLA. If you believe there is a service outage, report the issue immediately to our 24x7 call service; the issue will be validated and the TriActive service will be restored as quickly as possible. Notification of suspected service outage does not count toward an annual allotment of submitted issues for those customers who have support programs with such limits.

After a 'patch Tuesday', TriActive goes through a quality control process to package the new patches and test their delivery of each in our labs. Sometimes we will complete this process early, but two days (48 hours) is our SLA for new patches being available in Systems Manager for deployment.

What are the support ticket severity ratings P1-P5?:

• Severity 1 Issue is a service outage broadly impacting all customers. Status is updated on the service login Web page until the service is restored. The service should be restored as quickly as possible.



• Severity 2 Issue is a critical issue affecting a feature of the product that prevents you from completing a task. Status is updated every 2 hours (during Tech Support hours) until the issue is resolved.



• Severity 3 Issue is a major issue causing severe impact, and although the product feature is still usable, it's with great limitation. Status is updated once a day (during Tech Support hours) until the issue is resolved.



• Severity 4 Issue is a minor issue that has some impact on a feature of the product, but the task can still be performed normally. This is the most common support ticket.



• Severity 5 Issue is an annoyance. Tech Support may elect to turn the issue into an enhancement request. Updates will continue only if the enhancement request is accepted by Product Management.