Incident Severity Levels

Severity Levels

Below is how Liferay defines the severity of an Analytics Cloud issue that is reported. Response times (Acknowledge Receipt Times) to customer issues are based on the Severity that is reported. This is an overview of standard Severity Levels, but details are subject to your legal agreement with Liferay.

Severity Level Description First Response Time
Severity 1 ("High") Workspace is completely shut down or severely impacted 1 business day*
Severity 2 ("Normal") Workspace is functioning with limited capabilities, is unstable with periodic interruptions, or is unable to connect to a data source 1 business day
Severity 3 ("Low") Workspace is fully functional but there are observed errors that do not impact usability 1 business day

 

Severity 1 (“High”) Incidents: A Severity 1 Incident means for purposes of the Liferay Analytics Cloud Infrastructure (i) the Customer workspace is completely shut down or severely impacted, or (ii) production environment system is severely impacted or completely shut down, or (iii) system operations or mission-critical applications are inoperable, or (iv) mission-critical applications that have experienced repeated material system interruptions that are effectively making the applications inoperable.

Severity 2 (“Normal”) Incidents: A Severity 2 Incident means for purposes of the Liferay Analytics Cloud Infrastructure (i) the Customer workspace is functioning with limited capabilities or is unstable with periodic interruptions; or (ii) the system is functioning with limited capabilities, or (iii) is unstable with periodic interruptions, or (iv) mission-critical applications, while not inoperable, have experienced material system interruptions.

Severity 3 (“Low”) Incidents: A Severity 3 Incident means for purposes of the Liferay Analytics Cloud Infrastructure (i) the Customer workspace is fully functional, but there are observed errors that do not impact the usability of an environment; or (ii) the system is fully functional, but there are observed errors that do not impact the usability of the system.

Liferay will work on Incidents designated as Severity 1 twenty-four (24) hours a day, seven (7) days a week, (“24x7”), provided that if resolution of a Customer’s issue requires input from members of Customer’s support team and they are not available to work during those hours , Liferay reserves the right to lower the severity level to match the actual business impact, if applicable, until Customer’s support team is available to support the incident on a 24x7 basis.


*Liferay Analytics Cloud is intended to aggregate data for analysis after collection. As long as the configured Data Source is live and collecting data, there will be no data loss even if Analytics Cloud experiences downtime. Because of this, Analytics Cloud is not considered to be a mission-critical application and is not eligible for increased response times for critical incidents. Please be aware that our Support team does take these critical incidents seriously and will still treat them with the utmost urgency.

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