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Severity Level

Definition

Severity 1

Installed On-Premise

Critical Service
A critical production service is down with no immediately available workaround. Matches any of the following criteria:

• No data collection.

• Application failure which affects site performance.

• Application service is down or not responding and cannot be stabilized or restarted.

Severity 1 may not be used during a new installation process, on a test server or platform, or where no production users are on the system. A service outage does not include network issues, infrastructure issues, database failure, IIS failure or insufficient system requirements.

Hosted On Microsoft Azure *

Critical Service Outage
A critical production service is down with no immediately available workaround. Matches any of the following criteria:

• No data collection.

• Application failure which affects site performance.

• Application service is down or not responding and cannot be stabilized or restarted.

• Virtual machine is down or not responding and cannot be stabilized or restarted **

• IIS is down or not responding and cannot be stabilized or restarted **

• SQL database service is down or not responding and cannot be stabilized or restarted ***

• SQL database failure. ***

* Backups

To qualify for this service level agreement (SLA), a daily backup of the following is required:

• Virtual machines using Azure backup service (additional cost)
• SQL database using Azure Blob service (additional cost)

** High Availability and Disaster Recovery for Virtual Machine

To qualify for this SLA, virtual machines must have two or more instances deployed in the same Azure Availability Set (additional cost)

Boundaries and Exclusions:
Up-time for virtual machines hosted on Azure is based on Microsoft Azure SLA. 
The Virtual Machines up-time metric shall not apply to performance issues caused by the following: 

• Overall Internet congestion, slowdown, or unavailability
• Unavailability of generic Internet services (e.g. DNS servers) due to virus or hacker attacks
• Force majeure events
• Actions or inactions of Customer (unless undertaken at the express direction of Intlock) or third parties beyond the control of Intlock
• A result of Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Intlock 
• Scheduled application upgrades and patches that occur approximately five times per year may require downtime in addition to the scheduled maintenance. The downtime will be scheduled in advance and coordinated with Customer.

*** High Availability and Disaster Recovery for SQL Database

To qualify for this SLA, configuring SQL Server high availability and disaster recovery (HADR) solutions is required (additional cost).

May not be used in the case during a new installation process, a test server or platform, or where no production users are on the system.

Severity 2

Major Functionality
Major functionality is severely impaired. Matches any of the following criteria:

• Service operation failure, including the portal tree update service and usage data processing.

• Your business operations have been severely disrupted.

• CardioLog functions are obviously not working properly.

May not be used in case a temporary workaround is available or if it affects a single or relatively small subset of users.

Severity 3

Minor Functionality
Minor functionality not working. Partial, non-critical loss of functionality of the software or general usage questions. Matches any of the following criteria:

• Impaired operations of some components, including creating and viewing reports, that does not stop users from continuing to use the software.

• Cosmetic issues, including feedback on the documentation.

• General configuration or use questions.

• Upgrade, major change, and migration notifications.

• Enhancement requests.

• Trial edition customers.