Datanet Systems internal escalation timeframes and definition of case priority:

SEVERITY 1

Definition: Network down situation; communication impossible due to hardware or software failure. DATANET SYSTEMS and the customer would commit any necessary resources to solve the situation.
Support: 24x7 phone support, 1 h response time, 4 h on site support with parts if needed

SEVERITY 2

Definition: Performance of the network degraded with serious impact onto the customer's business operation or the security of the customer's network is decreased to unacceptable levels.
Support: 24x7 phone support, 4 h response time, NBD on site support

SEVERITY 3
Definition: Performance of the network is affected with no big security risk implications; the network business operation remains functional.
Support: 24x7 phone support, NBD response time

SEVERITY 4
Definition: Performance of the current network is not affected. Questions about network development, implementation of new features, equipment functionality.
Support: 8x7 phone support, NBD response time
Note : For Priority 2, 3 and 4 elapsed time is counted during standard business hours. For Priority 1 elapsed time is counted around the clock.

ESCALATION PROCEDURE FOR OTHER PRODUCTS UNDER
SERVICE CONTRACTS OR IN WARRANTY PERIOD

 

Elapsed time*	Severity 1	Severity 2	Severity 3	Severity 4
1 hour	Dispatcher (duty manager)
4 hours	Technical Manager	Dispatcher (duty manager)
8 hours		Technical Manager
16 hours			Technical Manager
24 hours	General Manager	General Manager		Technical Manager
32 hours			General Manager

 

* Elapsed time from the opening of the case.