General Service Level Support Terms

Priority code
Priority description
Notification Contact Role Email Address
Expected response times
P1
Mission Critical. Data collection services and data reporting services are down, causing critical impact to business operations; no workaround available.
Key Tech Staffer
First Available
engineering@knoetic.com
Service Provider will provide a status update by telephone and/or e-mail within 1 business hour within the initial occurrence of the P1 issue. Service Provider’s goal for resolution of P1 issues is within 1 day of Customer’s receipt of issue notification.
P2
High. Data collection services and data reporting services are significantly degraded and/or impacting significant aspects of business operations.
All Staff
First Available
success@knoetic.com
Service Provider will provide a status update by telephone, e-mail, or via automated notification within the reporting interface of the Services as mutually agreed upon by the Parties, as warranted until (i) the problem is resolved, (ii) an acceptable workaround is found or (iii) the problem is determined to be outside of Service Provider’s ability to control.