Product
MEX Authorized
Service Contacts
Eagle CMMS
2
PCX
ProCal Direct
ProCal V5
RiskPartner
MEX Gold Support (standard AMA)
WebTMA Gold Support
2
MEX Platinum Support
WebTMA Platinum Support
5
MEX Diamond Support
MEX Titanium Support
WebTMA Diamond Support
10
Severity
Definition
Response Time
Sev1
System Down
The Services is down. This indicates an Issue that materially affects data integrity, critical systems functions, or system security; and/or which materially disrupts operations as assessed by Provider. Initial response within 1 hour of the case being submitted. The designated “Authorized Service Contact” will be updated twice daily on progress. Actions will commence within 1 hour on all calendar days.
Sev2
Major Issue
The Services is operational but has a major functional loss that impedestransactionsfrom being completed. Thisindicates a major issue that causes a significant business impact, but Client still has access to portions of their site as assessed by Provider. Initial response within 2 hours of the case being submitted. The designated “Authorized Service Contact” will be updated daily on progress. Actions will commence within 4 hours of notification during normal operating hours.
Sev3
Non-Critical
The Services system has a functional loss which includes a small portion of the Services, and where a suitable work around can be employed, or the functionality is not immediately necessary as assessed by Provider. Initial response within 4 hours of notification during normal operating hours. The designated “Authorized Service Contact” will be updated on an as needed basis. Provider will prioritize all client Sev3 requests and schedule accordingly.
Sev4
Minor
The Services has a cosmetic or grammatical error that does not affect performance or stability of the system, or Client has questions regarding use of the product or service as assessed by Provider. Initial response within 1 business day of the case being submitted. The designated “Authorized Service Contact” will be updated on an as needed basis. Provider will prioritize all client Sev4 requests and schedule accordingly.
Enhancement
Product Improvement Request
Request for a new feature or new functionality that does not already exist in the product or service. Requirements will be noted and evaluated for the next release(s). Enhancement requests will be logged and submitted for consideration. The designated “Authorized Service Contact” will be updated on an as needed basis.