Severity level indicates the relative impact of an issue on our customer’s system or business processes. Drugdesigntech support uses the following severity level definitions to classify all support requests.
Severity 1
Produces an emergency situation in which the Service or the Software is inoperable, produces incorrect results, or fails catastrophically.
Drugdesigntech will provide a response by a qualified member of its staff to begin to diagnose and to correct a Severity 1 problem as soon as reasonably possible, but in any event a response via telephone will be provided within four (4) hours.
Drugdesigntech will continue to provide best efforts to resolve Severity 1 problems in less than forty-eight (48) hours. If Drugdesigntech delivers an acceptable work-around, the severity classification will drop to a Severity 2.
Severity 2
Produces a detrimental situation in which performance of the Service or the Software degrades substantially under reasonable loads, such that there is a severe impact on use; the Service or the Software is usable, but materially incomplete; one or more mainline functions or commands is inoperable; or the use is otherwise significantly impacted.
Drugdesigntech will provide a response by a qualified member of its staff to begin to diagnose and to correct a Severity 2 problem as soon as reasonable possible, but in any event a response via telephone will be provided within eight (8) hours.
Drugdesigntech will exercise best efforts to resolve Severity 2 problems within five (5) days. If Drugdesigntech delivers an acceptable work-around for a Severity 2 problem, the severity classification will drop to a Severity 3.
Severity 3
Produces an inconvenient situation in which the Service or the Software is usable, but does not provide a function in the most convenient or expeditious manner, and the user suffers little or no significant impact.
Drugdesigntech will exercise best efforts to resolve Severity 3 problems in the next release.
Severity 4
Produces a noticeable situation in which the use is affected in some way which is reasonably correctable by a documentation change or by a future, regular release from Drugdesigntech.
Drugdesigntech will modify the Service or the Software for Severity 4 problems in future maintenance releases