Support Service Level Agreement

Description

Examples

Nymi Response

Customer Response

Severity 1

 Critical

Operations failure, which prevents Company’s users from performing work and causing significant business impact.

Users of the Nymi Devices  cannot access critical Company facilities, systems or perform necessary activities with the Nymi Devices or alternative methods or processes.

1st Response

Within 1

Business Hour during applicable support hours*

Allocate appropriate resources to sustain continuous effort within standard support hours, rapid access and response from change control authority to implement changes if needed.  Company will have enabled alternative methods or processes to continue working, e.g. as manual login.

Severity 2

High

Loss or degradation of at least one mission critical feature or function within Company’s operations such that Company’s personnel cannot reasonably continue without major impairment.

Users of the Nymi Devices cannot reasonably access alternative Company’s facilities or systems, with the Nymi Devices or alternate methods of processes, without materially disrupting operations.

1st Response

Within 4

Business Hours during applicable support hours

Allocate appropriate resources to sustain continuous effort within standard support hours, rapid access and response from change control authority to implement changes if needed.

Severity 3 Medium

Loss or degradation of at least one feature or function of Company’s operations; however, Company personnel can reasonably continue in an impaired manner.

Users of the Nymi Devices must use alternative means to access Company’s systems or facilities, in a material less efficient manner.

1st Response

Within 1

Business Day during applicable support hours*

Allocate appropriate resources to sustain  effort within the standard support hours.

Severity 4

Low

No Significant Impact on Company’s Operations.

General inquiries, updates on customization, status requests.

1st Response

Within 2

Business Days during applicable support hours*

Allocate appropriate resources to sustain effort during standard support hours.