Severity Level |
Initial Response Time |
Delivery of a Solution or Action Plan |
Severity Level 1 (Urgent): An incident that severely impacts your use of the Fleetworthy Software for production purposes (such as loss of production data or your production systems are not functioning). The incident halts your business operations and no procedural work around exists. | 1 Hour (all Severity Level 1 incidents must be reported via telephone) | 8 Hours |
Severity Level 2 (High): An incident where the Fleetworthy Software is functioning but your use for production purposes is severely reduced. For production purposes where the incident is causing high impact to portions of your business operations and no procedural work around exists. | 4 Hours | 2 Business Days |
Severity Level 3 (Medium): An incident that involves partial, non-critical loss of use of the Fleetworthy Software for production purposes. For production purposes, there is a medium-to-low impact on your business, but your business continues to function. | 1 Business Day | 3 Business Days |
Severity Level 4 (Low): A general usage question, reporting of a documentation error or recommendation for a future product enhancement or modification. For production purposes, there is low-to-no impact on your business or performance or functionality of the Fleetworthy Software. | 2 Business Days | 5 Business Days |
Get industry updates, regulatory news, and safety insights sent to your inbox.