Binary Service Level Agreement (OcNOS, DANOS)

Ticket Severity

Problem Type

IPI Resposibilities

Customer Responsibilites

Remarks

Severity 1: Critical

Hard down, Site is completely down, no redundancy

IPI TAC dedicated for providing resolution dedicated 24x7x365 until a resolution or workaround is in place.

Customer has to provide designated resources available 24x7x365. Required to proide all the necessary information for diagnostic problem.  If customer is not available or not able to reach customer, Severity will be lowered temporarily.

Existing Network or Environment is down, instability due to IPI products.
Site is completely down, which causing customers to experience a total impact on service.
Inability to use IPI device feature or functionality that is relied upon for critical functionality

Severity 2: High

Hard down, backup available

IPI TAC dedicated for providing resolution Monday to Friday during local Busines Hours until a resolution or workaround is in place.

Customer has to provide designated resources available during Business Hours . Required to provide all the necessary information for diagnostic problem.  If customer is not available or not able to reach customer.

Existing Customer Network or Environment is severly degraded or signifant aspects of Customer Business operation are negatively impacted by  unacceptable or Environment performance.
Customer and IPI TAC will commit fulltime resources to resolve the incident depends on Standard, Premium & Enhanced deal.
Inability to use IPI device feature or functionality that is relied upon for critical functionality partial.
Loss of redundancy of a critical hardware supported by IPI.

Severity 3: Medium

Network is partially impaired, no service impact to the customer

IPI TAC dedicated for providing resolution Monday to Friday during local Busines Hours until a resolution or workaround is in place.

Customer has to provide designated resources available during Business Hours . Required to provide all the necessary information for diagnostic problem.  If customer is not available or not able to reach customer.

Operational performance of the Network or Environment is impaired, although most business operations remain functional.
Issues in the network or IPI product are not causing impact to mission critical functionality.
Related to preproduction envinronment that would normally cause adverse impact to production network
Workaround already in palce for Prioirty 1 and Priority 2 issues.

Severity 4 : Low

Query or Informational request from the customer

IPI TAC dedicated for providing resolution Monday to Friday during local Busines Hours until a resolution or workaround is in place.

Customer has to provide designated resources available during Business Hours . Required to provide all the necessary information for diagnostic problem.  If customer is not available or not able to reach customer.

Information Requests
Query or configurations on IPI supported equipment.
Non-urgent RMA request (Applicable for Bundle offer if IPI has any responsibility)