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WaterWare Internet Services offers customized levels of support for its customers based on their unique needs
and level of Internet Systems Engineering expertise. Some customers prefer fully managed services for their
Web applications and hosting needs while others are comfortable with assuming a much more hands-on role.
Based on this personalized level of support, WaterWare provides each customer with a Service Level Agreement (SLA),
which fully documents the support policy for their account.
Problem Prioritization and Escalation
All problems reported to the WaterWare support staff are prioritized. Any problem that prevents external
users from accessing or using a Web site or Internet Systems Application is a Priority One (P1), whereas an
internal network problem that is transparent to any user and does not affect network operation would be
assigned a lower priority.
| Priority |
Definition |
Example |
| P1 |
Complete customer or host outage |
Web server or application down |
| P2 |
Partial customer or host outage |
User community partially affected |
| P3 |
Intermittent or degraded service to the customer |
Slow, degraded or intermittent response |
| P4 |
No customer impact |
Problem not visible to user or workaround identified, Also includes routine account updates or modifications |
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