Severity Level 1
A complete loss of service in which the production systems or servers are down. Application errors prevent access to the system or the use of significant portions of the system.
Response Time
2 to 4 business hours, excluding major U.S. holidays.
Resolution Time
7SIGNAL will work 24×7 to resolve all Level 1 issues until the issue has a temporary repair or workaround in place. A permanent repair will be performed during business hours.
Escalation Path
Customer’s technical support desk or system administrator, 7SIGNAL senior operations team and Account Manager.
Severity Level 2
Users are unable to perform a non-mission critical function, such as change a portion of the system’s configuration.
Response Time
24 business hours or 1 business day, excluding major U.S. holidays.
Resolution Time
7SIGNAL will work continually, during business hours, to resolve all Level 2 issues until the issue has a temporary repair or workaround in place. A permanent repair will be performed during regular business hours.
Escalation Path
Escalate to second level support, if problem is not resolved by first level support in 24 hours. Customer account manager and Tier 3 7SIGNAL technical support.
Severity Level 3
The application issue is cosmetic in nature and/or displays minor flaws which are easily circumvented with little or no impact on the customer’s normal business operations.
Response Time
24 business hours or 1 business day, excluding major U.S. holidays.
Resolution Time
7SIGNAL will schedule the work during business hours to be completed during the normal software development process.
7SIGNAL resolves validated vulnerabilities using the SLA as published (https://www.7signal.com/info/service-levels). The severity levels on the published SLA are aligned with NIST Vulnerability Metrics (NVD - Vulnerability Metrics (nist.gov)) using the CVSS 3.0 Ratings. Critical are Severity 1, High and Medium are Severity 2, and Low is Severity 3.