2.1. Severity Level Response Time Commitments
The response times are based on the defined severity levels as follows:
[SeverityLevel|
Response Time
Severity 1
A Motorola SSC Technician will make contact with the customer technical
| representative within one hour of the request for support being logged in
the issue management system. Continual effort will be maintained to
restore the system or provide a workaround resolution. Response
provided 24 x 7.
Severity 2
A Motorola SSC Technician will make contact with the customer technical
representative within four hours of the request for support being logged at :
the issue management system. Response provided 8 x 5 on standard |
business days, which is normally Monday through Friday 8AM to 5PM,
excluding US Holidays. |
Severity 3
| A Motorola SSC Technician will make contact with the customer technical
| representative within the next business day of the request for support
being logged at the issue management system. Response provided 8 x 5
on standard business days, which is normally Monday through Friday
8AM to 5PM, excluding US Holidays.
Severity 4
A Motorola SSC Technician will make contact with the customer technical
representative within the next business day of the request for support
being logged at the issue management system. Response provided 8 x 5
on standard business days, which is normally Monday through Friday
8AM to 5PM, excluding US Holidays.
Approved by Motorala Contracts and Compliance September 2073
& Motorola 2013
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