| Severity Code | Description | Response Time |
| Severity 1 Critical impact to business processes |
Primary business service, major application, or mission critical system is critically affected. CLIENT’s resources should be available and willing to work on a 24x7 basis with SPARROW and or application vendor to resolve the case. Characteristics of a Severity 1 case include:
|
Base Support Within 2 business hours during standard working hours Standard Support Within 1 business hour during standard working hours. After hours and holiday support @ $160/hr, minimum 2 hours |
| Severity 2 High impact to parts of business process | Primary business service, major application, or system is seriously affected, or implementation stopped. No acceptable workaround is available. | Base Support Within 4 business hours during standard working hours Standard Support Within 2 business hours during standard working hours. After hours and holiday support @ $160/hr, minimum 2 hours |
| Severity 3 Medium impact to parts of business process | Primary business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The case may be temporarily circumvented using an available workaround. | Base Support Within 8 business hours during standard working hours Standard Support Within 4 business hours during standard working hours. After hours and holiday support @ $160/hr, minimum 2 hours |
| Severity 4 Low impact to parts of business process | Non-critical cases, general questions, enhancement requests, or documentation cases | Base Support Within 24 business hours during standard working hours Standard Support Within 8 business hours during standard working hours. After hours and holiday support @ $160/hr, minimum 2 hours |
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