Support Plan Service Levels
Bronze Support Plan Priority 1 Priority 2 Priority 3 Priority 3
Acknowledgment 2 Hours 3 Hours 3 Hours 3 Hours
Work Starts 3 Hours 8 Hours 8 Hours 12 Hours
Status Update Frequency Every 2 Days Every 4 Days Every 5 Days Every 7 Days
Temporary Fix Up to 7 Days Use commercially reasonable effort to provide relief in a future release Use commercially reasonable effort to provide relief in a future release At the discretion of Actuate

Silver Support Plan Priority 1 Priority 2
Deployment		 Priority 2
Major Feature Failure		 Priority 3 Priority 4
Acknowledgment 15 Minutes 15 Minutes 3 Hours 4 Hours 4 Hours
Work Starts 30 Minutes 1 Hour 6 Hours 6 Hours 8 Hours
Status Update Frequency Every Day Every Day Every 3 Days Every 5 Days Every 7 Days
Temporary Fix 1 Day 2 Days 8 Days 10 Days 12 Days
(if applicable)

Incident Priority Definitions

Priority 1: Down Production System
The system is failing in a production environment resulting in a complete loss of productive capability.  An example: the complete inability to deliver reports to end users.

Priority 2: Deployment Stoppage
The system is failing in a pre-deployment environment and the failure delays the deployment of the system into production. If you encounter a problem during initial installation, the problem will also fall into this priority.

Priority 2: Major Feature Failure
One of the major functions or features of the system is failing. Such a failure could impact the production environment where it renders the production environment less than 50% available/productive.  An example: the inability of some reports to run in a production environment

Priority 3: Feature Failure
A feature in the software is not behaving as documented.  The problem could be pertaining to the production or development environment.  However, productive work can continue in the production environment. 

Priority 4: Minor problem or general questions
These problems are of a general nature and are not related to a system failure.  These problems generally pertain to how the software should operate.