Severity 1 Description: All user portals are down, latent to the point that they cannot be reasonably accessed, or core functionally is impaired with no work-around
Severity 2 Description: A specific user portal or services is down, latent to the point that they cannot be reasonably accessed, or core functionally is impaired with no work-around
Severity 3 Description: One or more portals or services are experiencing latency, or core functionally is impaired but there is a workaround
Severity 4 Description: Functionality of a non-critical component is impaired with or without a workaround
Problem Reporting and Response Times
Severity 1 – 15 minutes
Severity 2 – 30 minutes
Severity 3 – 1 hour
Severity 4 – 8 business hours
Problems should be reported to the customer’s assigned Relationship Manager via email or phone
Each Relationship Manager will provide their customers with an escalation matrix and on-call information to report issues after hours
Service Tickets
Service tickets include any request for a change in the system or configuration of the services provided to the customer
Service tickets will be responded to within 1 business day
Uptime and Availability
Uptime is measured by an external monitoring system
Uptime sampling period is from 5am to 6pm pacific 7 days a week
Target uptime meets or exceeds 99.95%
Business and Operating Hours
OrangeGrid will take commercially reasonable efforts to make the system available 24x7
OrangeGrid business hours are 5am – 6pm, Monday – Friday
After hours support for Severity 1 and 2 level issues is provided via on-call
Maintenance Windows
A standing weekly maintenance window is established starting Saturday 8pm and extending to Sunday 2am. OrangeGrid shall make every effort to keep all maintenance activities within the standing window.
OrangeGrid reserves the right to schedule Emergency maintenance with or without notice between the hours of 8pm and 2am 7 days a week