Grinning Graphics shall:
| Severity Level | Definition | Response Stages and Times |
|---|---|---|
| Critical | Business Critical Failures: a problem that materially impacts the client’s business operations. Examples include: Servers going offline Servers being inaccessible Server failure | Acknowledgment of receipt of support request within 30 minutes, measured from the first of (a) when infrastructure monitors alert our engineers, or (b) a critical-priority technical support ticket is created by the client to report a service problem. (via email - hello@grinninggraphics.co.uk) Provide an update as frequently as possible, and at least every 60 minutes, measured from the time of the last response to the support request, until full restoration of service. Grinning Graphics shall work on the problem continuously and exercise commercially reasonable efforts until full restoration of service. |
| High | A critical error in service for which a workaround exists; or a non-critical error that affects the operations of the client’s business or marketability of its service or product. | Acknowledgment of receipt of support request within 60 minutes, measured from the first of (a) when infrastructure monitors alert our engineers, or (b) a high-priority technical support ticket is created by the client to report a service problem. (via email - hello@grinninggraphics.co.uk) Provide an update every 2 hours measured from the time of the last response to a support request, until full restoration of service. Grinning Graphics shall exercise commercially reasonable efforts until full restoration of service. |
| Normal | Minor Error: an isolated or minor error that: does not significantly affect business operations may disable only certail non-essential functions; or does not materially impact the client's business performance | Acknowledgment of receipt of support request within 2 hours, measured from the first of (a) when infrastructure monitors alert our engineers, or (b) a normal-priority technical support ticket is created by the client to report a service problem. Grinning Graphics shall provide a permanent fault correction within 2 Business Days after the acknowledgment of the support request has elapsed. |
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