|Recommended for||Growing production clusters||Advanced, mission critical production clusters|
|Term||1 year||1 year|
|Hours||12 x 5||24 x 7|
|Severity 1||1 business day||2 hours|
|Severity 2||1 business day||4 hours|
|Severity 3||1 business day||1 business day|
|Severity 4||N/A||1 business day|
|Access to upgrades, updates and patches||Yes||Yes|
|Personnel access||Web||Phone and the web|
|Troubleshooting||Screen sharing, SSH||Screen sharing, SSH|
|Community and advanced knowledge base||Yes||Yes|
|Timely access to Kaa updates and patches||Yes||Yes|
|Diagnosis of installation issues||Yes||Yes|
|Diagnosis of configuration issues||Yes||Yes|
|Diagnosis of cluster management issues||Yes||Yes|
|Diagnosis of performance issues||Yes||Yes|
Severity 1 means a catastrophic problem in Customer’s production systems. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely. Customer cannot continue essential operations.
Severity 2 means a high-impact problem in Customer’s production systems. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.
Severity 3 means a lower impact problem on a production or non-production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Customer can continue essential operations. Normal problems also include all problems on non-production systems, such as test and development systems.
Severity 4 means a general usage question, inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.