LoadMaster Service Level Agreement (SLA)

The SLAs documented here are for initial response. They are provided here for information purposes.

Response and Resolution SLAs
Severity	Case reported via	Initial Support Response
Severity 1 – Production System Down (Critical)	Telephone	<= One hour
Severity 2 – Restricted Operations (Major)	Telephone/Web	< Two (2) business hours
Severity 3 – Question/Inconvenience/Setups (Normal)	Web	One business day

Phone Assistance

Loadmaster phone assistance is available for all Loadmaster customers with an up-to-date support contract or a trial version of the paid product. Phone support is not available for Free Loadmaster.

Working with Support and Availability

Standard subscription licenses include support hours of Monday to Friday (customers' local time, between 8am-6pm). This is for support cases opened through our Support site and telephone.
Enterprise and Enterprise+ subscription licenses include 24/7 telephone support, in addition to ticket-based support during our standard business hours Monday-Friday.

During the weekends or outside of standard business hours, you must call our Support line to receive support: Loadmaster support numbers

Our support offerings are available 24x7 in English. Subject to availability, we may also be able to assist you in the following additional languages: Spanish, French, and German.
Customers should denote the Severity level of the ticket based on our current Severity definitions. Severity levels will be reviewed by our Technical Support Engineer and may be subject to change based on the discretion of the TSE.

Support Severity Levels

When you open a support case, we kindly request that you specify its severity level, so that we can better prioritize our work to deliver the best service to you and all other customers.

When our support engineers analyse a case, they use the below table to determine if the severity level is properly specified and if not, they will change it and notify you.

SEVERITY 1 (Critical)
Definition	A Production System is Down A severe problem that prevents an existing production system from operating where no workarounds can be implemented.
Response	Customer Support will respond within one hour when notified of the case by telephone.
Service Level Commitment	Customer Support will assign Technical Support Engineers full-time to provide continuous support until the case is either resolved or circumvented. The customer must be committed to making the relevant documentation, system and personnel resources available round the clock to assist in resolving the case. If the customer resources are unavailable, or if Support can provide a temporary solution, the severity level will be re-evaluated.
SEVERITY 2 (Major)
Definition	A loss of service resulting in restricted business operations. A moderate problem that may restrict a system but does not prevent it from operating. The problem may affect production, development, testing or migration efforts. Issues of this type could be: Severe performance problems Production down issues for which a workaround has been implemented Intermittent problem that results in stability issues
Response	Customer Support will respond within 2 hours when notified of the case by telephone, or case submitted via support portal.
Service Level Commitment	Customer Support will assign a Technical Support Engineer to investigate the reported case to resolution. The customer must be committed to making the relevant documentation, system and personnel resources available to assist in resolving the case. If Support can provide a temporary solution, the severity level will be re-evaluated to determine the appropriate course of action.
SEVERITY 3 (Normal)
Definition	A limited loss of service resulting in minimal impact to business operations. A problem with little or no impact to production, testing or development systems. Nuisance issues, or questions about product functionality and usage. Issues of this type could be: Workaround is available Non-production troubleshooting Firmware requests General questions Set up or limited configuration assistance
Response	Customer Support will respond within 1 day when notified of the case by telephone, email or web and will assign the next available Support Specialist.
Service Level Commitment	Customer Support will assign a Technical Support Engineer to investigate the reported case to resolution. If the problem is determined to be a product defect the Technical Support Engineer will verify the existence of the defect and document, it accordingly.