PRIORITY 1 – Highest Priority

Service not available (all users and functions unavailable. Ex: Server down).

Remote – 1 within 15 minutes

Onsite – 1 within 2 hours

Remote – 1 within 2 hours

Onsite – 1 within 4 hours

PRIORITY 2

Significant degradation of service (large number of users or business critical functions affected).

Remote – 2 within 30 minutes

Onsite – 2 within 4 hours

Remote – 2 within 2 hours

Onsite – 2 within 4 hours

PRIORITY 3

Limited degradation of service (limited number of users or functions affected, business process can continue).

Remote – 3 within 2 hours

Onsite – 3 within 48 hours

Remote – 3 within 12 hours

Onsite – 3 within 48 hours

PRIORITY 4

Small service degradation (business process can continue, one user affected)

Remote – 4 within 4 hours

Onsite – 4 within 72 hours

Remote – 4 within 24 hours

Onsite – 4 within 72 hours

ALERT RESPONSE TIME

Upon receiving a security alert, the DataGuard SOC will begin an investigation.

Remote – within 1 hour

Remote – within 1 hour

* In case of emergencies, after-hours support is accessible 24/7. Network Monitoring Services will be available around the clock, 365 days a year.