An activity-critical software component or a system managed by Prival is inoperative or unavailable, the production system is down, or there is an emergency. Requires immediate temporary or permanent solution.
Examples: Abnormal interruption affecting the entire production, backups or monitoring system, application, or system failure caused by Prival products or services.
Target response SLA 1 hour
Unfavorable impact on production, but without stopping production systems, the products work, but in a seriously restricted way.
Examples: Response times for production applications or system performance are slow, but systems remain available. Certain monitoring or certain services are affected.
Target response SLA 4 hours
As the problem does not affect production, the majority of the functions are still usable, a situation of limited impact that can be resolved quickly.
Examples: response times for non-production applications or the performance of some systems are slow, but the systems remain available. Certain monitoring or certain services are affected.
Target response SLA 8 hours
Minor problem that does not affect production and can be resolved quickly.
Example: Practical questions like “how to do it?”, Text of a message or a page badly formulated or containing errors, general comments.
Target response SLA 24 hours