CAST Support SLA

ERRORS AND RESPONSE - IMAGING

Error Severity level	Severity level description	Incident		Problem
		Acknowledgment Time	Resolution Time not to exceed:	Resolution Time not to exceed:
1	BLOCKING: Reported problems preventing all useful work from being done by Software, or Software functionality is inoperative.	Less than 2 business hours	24 business hours	25 business days
2	SEVERE IMPACT: Software is partially inoperative and is considered as severely restrictive by Licensee in its ability to have the Software perform according to Documentation.	Less than 4 business hours	56 business hours	30 business days
3	DEGRADED OPERATIONS: Reported problems disabling specific non-essential functions of Software; and/or Licensee has determined a work-around for the Error condition.	Less than 2 business days	10 business days	90 business days
4	MINIMAL IMPACT: Any deviation from Documentation not otherwise included in a Severity 1, 2, or 3 categories	Within a week	N/A	6 months

Definitions:

 

Acknowledgment Time means the time from when Licensee submits a request for help on https://help.castsoftware.com/hc/en-us/sections/205872067-Getting-Started until Licensor replies

 

Incident  means the Software is not behaving as described in the Documentation. Typical examples include availability or performance issues. Licensor’s Technical Support Team’s objective is to restore the service as quickly as possible using either a workaround or a previously documented definitive solution. The focus is on unblocking the Licensee.

 

Incident Resolution means to restore the service provided by Licensor. This solution can be a new software version or a procedure to be executed in order to recover from a service disruption (Workaround).

 

Problem means a defect in the Software, an issue in configuration, a flaw in the Documentation, or any other issue related to the Software which is likely to lead to future incidents. Licensor’s Technical  Support Team’s objective is to identify the root cause and correct it via a corrective action or a definitive solution which will proactively mitigate the risk. Problem tickets to track a Problem will be opened by Licensor’s Technical Support Team based on Incidents reported by Licensee.

 

Problem Resolution means correcting the fundamental cause of a Problem, after root cause analysis, by publishing a documented Workaround  Solution or a permanent solution.

 

Resolution Time means the time from when Licensor’s Technical Support Team can verify the reported problem via proper documentation (e.g. logs, web-session, database extract, Licensee’s application Source Code sample) until there is a permanent solution for the Defect.  In order to calculate the Incident Resolution deadline, the time Licensor is waits for an action or information from Licensee is not taken into account. Only time during which the Incident is being handled by Licensor is taken into account. Time during which the case is in “awaiting reply” status, (i.e. Licensor is waiting for an action or information from Licensee), is not taken into account.. 

 

The Resolution Time is applicable only if Licensee: a) uses a Minor Version supported by CAST AIP and b)  uses the latest Service Pack for such Minor Version. Furthermore, the response times are applicable only if the logs, web-session, database extract, Licensee’s application Source Code sample etc, provided by Licensee enable Licensor’s Technical Support Team to reproduce the error.

 

Workaround Solution means a technically feasible change whereby the impact of an Incident or a Problem is reduced or eliminated, for which a complete solution is not yet available.

 

 

ERROR AND RESPONSE - HIGHLIGHT (SAAS)

 

Error Priority	Time to register the error	Time to solve the error*
High Priority	2 hours	1 day
Medium Priority	4 hours	4 days
Low Priority	2 days	Next Software Upgrade

 

Definitions:

• High Priority Error: a blocking error which makes access to and/or use of the Service by the Client impossible. Also, a reduction of the response time preventing a normal use of the Service.
• Medium Priority Error: a cumbersome error which makes use of the Service difficult. This kind of error does not stop the Client’s ability to use the Service.
• Low Priority Error: all other errors.

In case of a service interruption or an anomaly detected by the Client during use of the Service, CAST warrants that the following elapsed times will not be exceeded in the restoration of use of the Service:

* The time to solve an error commences once Client has provided CAST with all elements enabling reproduction of the error encountered.