Thrive Service Level Agreement

Severity and SLA Table
Severity 1 (High)Severity 2 (Medium)Severity 3 (Low)
Factor A - Business and Financial Exposure *
The issue creates a serious business and financial exposure.The issue creates a low business and financial exposure.The issue creates a minimal or no business and financial exposure.
Factor B - Work Outage *
The issue causes the client to be unable to work or perform some significant portion of their job.The issue causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks. May also include questions and requests for information.The issue causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.
Factor C - Users and Clients Affected *
The issue affects a large number of clients or end-usersThe issue affects a small number of clients or end-usersThe issue may only affect one or two clients or end-users
Factor D - Workaround *
There is no acceptable workaround to the problemThere is likely an acceptable workaround to the problemThere is an acceptable and implemented workaround to the problem
Initial Response Time Target
Within 8 business hoursWithin 2 business daysWithin 5 business days
Client Communication Update Target
Twice per business dayEvery 5 business daysAs appropriate
Targeted Resolution Time
Within 1 business dayWithin 15 business daysWithin 30 business days

* In determining the severity level for service, all factors will be weighed together and the totality of the circumstances will determine the severity.