Clearswift support performance is driven by the 'Priority' of an incident. Incidents are assigned a priority in accordance with the definitions below. 

1 Critical  

System functionality is completely unavailable or inaccessible. The situation requires immediate attention.  

Example scenarios;  

  • All services are unavailable on a single platform - total loss of service.  
  • Services unavailable on a multitude of platforms.  
  • Suspected security breach.

 

2 High  

 

System functionality is severely limited, resulting in the prevention of key operations. With no available workaround the situation requires urgent attention.

Example scenarios;  

  • Single service unavailable.
  • Loss of platform/network resilience.
  • Backup failure.
  • Significant degradation of service/performance.

 

3 Major  

 

The system is impaired, a single function is impacted but key business processes are not interrupted.    

Example scenarios: 

  • Minor degradation of system performance.  
  • Single user faults. 

 

4 Minor 

 

The problem causes minimal operation or business impact, a general technical question or enhancement request.   

Example scenarios;  

  • Minor issue with no impact to service.  
  • Documentation error.  
  • Technical/Product query.  
  • Enhancement request.

Working to Service Level Targets;

Priority   Response   Software Workaround  
1 Critical   1 Service Hour   8 Service Hours  
2 High   6 Service Hours   12 Service Hours  
3 Major   16 Service Hours   n/a  
4 Minor   24 Service Hours   n/a  

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