Severity Level*

Criteria

Response**

P1 - Critical

An issue which:

• Impacts a production environment
• Involves continuous or near continuous outage, or a performance issue that severely inhibits usage of CluedIn.
• No workaround available.

1 hour.

CluedIn will use reasonable efforts to start work immediately

CluedIn will provide hourly updates unless otherwise agreed.

P2 - High

An issue which:

• Impacts a production environment
• Involves irregular outages, or a performance issue that partially inhibits usage of CluedIn.
• No workaround available.

2 business hours.

CluedIn will use reasonable efforts to start work within 2 hours of the accepted incident ticket

CluedIn will provide daily updates unless otherwise agreed.

P3 - Medium

An issue which:

• causes intermittent impact and does not critically affect business operations; and/or
• is alleviated by the availability of a workaround.

1 business day.

CluedIn will use reasonable efforts to start work within 4 hours

CluedIn will provide daily updates unless otherwise agreed.

P4 - Low

An issue which causes minor or no impact on business operations.

2 business days.

CluedIn will use reasonable efforts to start work within 8 hours

CluedIn will provide weekly updates unless otherwise agreed.

* Severity Levels are determined by, and subject to replication by, the CluedIn Support Team.

** Response time is measured from the time stamp of the to the time stamp of the CluedIn response (for P2 to P4 Severity, issues submitted outside of business hours will be considered received at the beginning of the next business hour)