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What are the service levels for premier support?

Should you choose to purchase Forethought's Premier Support offering, we offer 4 different service levels when submitting a ticket. The service level agreement (SLA) for each service level establishes our commitment to providing you with a first response on your case and depends on your subscription. The following table describes how each priority (Service Level) applies to an issue. Please note that the SLA Response Time is for the initial response to your case only. All subsequent responses will be made as quickly as possible to get your issue resolved in a timely manner.

 

Priorities, Hours and SLA's

Priority

Standard Subscription Hours/Target Response Time*

Premier Subscription Hours/SLA Response Time*

P0 Urgent

Business hours**
4 hours

24 x 7
1 hour

P1 High

Business hours**
6 hours

24 x 7
3 hours

P2 Normal

Business hours**
3 days

Business hours**
2 days

P3 Low

Business hours**
5 days

Business hours**
4 days

* For initial response only

** Business hours are Mon - Fri 8am - 5pm PST excluding US holidays

 

Priority Definitions

  • P0 - indicates a catastrophic problem in Customer’s production systems causing an outage to a service so that it is completely unavailable. Customer cannot continue essential operations.

  • P1 - indicates a high-impact problem in Customer’s production systems. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.

  • P2 - indicates a lower impact problem on a production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Customer can continue essential operations.
    Normal problems also include all problems on non-production systems, such as test and development systems.
    Generic usage questions are included as well.

  • P3 - recommendations for requests for new products or features, and requests for enhancements or modifications.There is no impact on the quality, performance, or functionality of the product in a production or non-production system.

 

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