Production Service Levels

A-Team offers three levels of service: Essentials, Standard, and Enterprise. The service level determines your available support channels and our response times for a specific severity incident.

Essentials Standard Enterprise
Coverage hours Standard support hours1 Standard support hours1 Standard support hours1 (24×7 for Severity 1 and 2)2
Support channels Phone and web ticket Phone and web ticket Phone, web ticket, and screen share
Response times Initial and ongoing Initial and ongoing Initial response Ongoing response
Severity 1 2 business hours 1 business hour 1 hour2 1 hour3
Severity 2 4 business hours 2 business hours 2 hours2 4 hours3
Severity 3 1 business day 4 business hours 4 business hours 4 business hours3
Severity 4 2 business days 8 business hours 8 business hours 8 business hours3

 

Incident Severity Definitions

A-Team Systems uses a four level severity scale when classifying issues or requests, ranging from one (most severe) to four (least severe).

When contacting support we ask you to pick the appropriate severity level for your issue. By doing so you confirm that:

Severity 1 – Critical

The issue has a critical organizational impact with severe loss or degradation of services or data in a production environment. The issue prevents critical organizational operations from continuing and no work around exists.

Severity 2 – High

The issue has a moderate organizational impact with loss or degradation of services or data in a production environment. Critical organizational operations can continue with a temporary workaround.

Severity 3 – Medium

The issue has a minimal or partial impact to your organization with minor disruption of service and/or inconsequential loss of data in a production environment. For non-production environments the issue is preventing you from deploying to production.

Severity 4 – Low

This is a a question or request for advice. For production environment issues there is little or minimal impact on your organization or system performance. For non-production environment issues there is medium impact but a temporary workaround allows your organization to continue to function.

 
 

1 Our Standard support hours are defined on the Hours & Holidays page.

2 24×7 coverage is provided for severity 1 and 2 incidents where 24×7 coverage is specifically requested when opening the incident.

3 Or as agreed.