Customer Support

Unavailability of the BigPanda service or degradation of its real-time ITOps functionality that significantly impairs customer’s ability to monitor and manage BigPanda incidents using BigPanda

Examples

• Service is down or unavailable.
• A critical part of the SaaS infrastructure is unavailable/inaccessible, resulting in total disruption of work or critical business impact.
• Service crashes or hangs indefinitely, causing unacceptable/indefinite delays for resources or response.
• A critical documented feature is not available.

Degradation of the real-time ITOps functionality of the BigPanda service that moderately impairs customer’s ability to monitor and manage incidents using BigPanda

Examples

• Service is operational but highly degraded performance to the point of major impact on usage.
• Important features of the SaaS offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
• Access to a 3rd-party application deemed critical is impacted.

Degradation of the non-real-time ITOps functionality (e.g. degradation of configuration, analytics, or administration functionality) of the BigPanda service

Examples

• Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.
• Problem with non-critical feature or functionality.
• Access to a third-party application deemed non-critical is impacted.

Questions, feature requests and issues with low or no impact on customer’s use of BigPanda Service

Examples

• Minor problem not impacting service functionality.
• Missing or erroneous documentation.
• Minor problem that does not affect delivery of service.