Service Level Agreement

We're committed to responding to all requests in a timely manner. However, some requests are more important than others. Specifically, any critical (Level 1) and serious (Level 2) issues that affect our users ability to get their job done are given priority. The following table summarises CheckSec's service levels and response times (within the defined 'Support Hours' as stated above).

Key:

Level of severity: the severity of the issue, used to determine appropriate response times.
Description: a summary description of the severity level.
Characteristics: typical characteristics of an incident at a given severity level. This is for guiding purposes. CheckSec will determine the severity during triage - if it is unclear at the time of reporting.
First response: this is defined as the maximum amount of time it will take CheckSec to respond to your query. Note that response times are based on the severity level, and some response times may not be guaranteed.
Workaround/Resolution: this is the defined period for providing a suitable workaround/resolution to the issue (aka response to resolution). Workarounds and resolutions will be offered on a case by case basis, but the aim will be to ensure that Canopy can be made usable within the guaranteed workaround/resolution response time - where applicable. Temporary resolutions may be provided in the case where executing a full resolution may require a more significant amount of time.

Level of severity	Description	Characteristics	Standard	Premium/Enterprise
Level 1 - Critical	Critical business impact: A critical issue affecting production systems that is critically impacting business operations. A large number of users impacted; no workaround procedural available.	Canopy is not available (due to a Canopy specific bug). By 'not available', we mean that the service is not loading/accessible (under normal circumstances), users cannot login via any of the supported authentication mechanisms or some other issue that generally prevents users logging into the system. Critical functionality is not available (e.g. report generation, adding projects/phases/findings/assets) Significant, unrecoverable, data loss or corruption Significant number of users affected	First response: <4 business hours Workaround/Resolution: Next business day	First response: <1 business hour Workaround/Resolution: <24 hours
Level 2 - Major	Major business impact: A major issue affecting production systems that is significantly impacting business operations. A large number of users impacted; partial/full procedural workaround available.	Significant performance impact under normal operating conditions Important functionality not available (e.g. managing templates, methodologies) Low number of users affected	First response: <4 hours Workaround/Resolution: 1-2 business days	First response: <2 hours Workaround/Resolution: <24 hours
Level 3 - Minor	Minor business impact: Issue causing a partial or non-serious loss of functionality on production system. A small number of users are affected.	Minor performance impact under normal operating conditions Minor impact to functionality Low number of users affected	First response: Next business day. Workaround/Resolution: Resolution provided 10 business days or next release	First response: Next business day Workaround/Resolution: Resolution provided five business days or next release
Level 4 - Negligible	Negligible business impact: Issue occurring on production systems that has no significant operational impact (e.g. cosmetic) or has a full workaround. Also considered at this level: issues affecting non-production systems (e.g. dev/test), questions, comments, feature requests, documentation issues and any other non-impacting issue.	Incorrect behaviour of the application, with no significant impact on business operations (e.g. incorrectly set up templates) Other requests	First response: No guaranteed response time. Workaround/Resolution: No agreed time. Issues will be rolled into planned releases.	First response: Next business day Workaround/Resolution: No agreed time. Issues will be rolled into planned releases.

As agreed with the client.

CheckSec is not responsible for operational issues affecting the hardware and operating system that Canopy is installed on. Users are expected to configure Canopy in the correct and supported way; and to ensure good 'house keeping' to maintain a stable environment for Canopy to operate within.

Escalation (Premium/Entrprise)

For critical/major issues, once the issue has been recorded in the ticketing system, you should escalate to your primary or secondary point of contact.