SEVERITY LEVEL DEFINITIONS
The chart below outlines the severity levels and response and resolution targets.
|
Severity Level |
Definition |
Response Target |
Resolution Target |
|
P1 - Critical |
Production System or application login unavailable for majority or all users. |
Standard: 4 hrs* Premium: 2 hrs VIP: 1 hr |
OneLogin will make a continuous best effort to provide temporary relief in a timely manner. OneLogin will then make best efforts to provide a permanent fix or suitable workaround that resolves the reported issue in a timely manner. |
|
P2 - High |
Serious persistent or irregular issues affecting production with significant business impact or major performance degradation. |
Standard: 8 hrs* Premium: 4 hrs VIP: 2 hrs |
OneLogin will make commercially reasonable efforts to provide a fix or workaround that resolves the reported issue in a timely manner. Depending on the issue, OneLogin may include the fix for the issue in a hot patch or during our scheduled maintenance window. |
|
P3 - Normal |
Routine technical issues; information requests; install and configure. Sub-production or testing. |
Standard: 24 hrs* Premium: 8 hrs* VIP: 4 hrs |
OneLogin will make commercially reasonable efforts to provide a solution or clarification at time of initial contact with case follow-up provided in a timely manner. |
*Excludes weekends and holidays.
Customers are responsible to provide OneLogin will all requested logs, files, as well as allow remote access and admin access to the OneLogin instance, if needed, to resolve any reported issues. Failure to provide such information and/or access may result in extended resolution times. OneLogin also reserves the right to change the case severity level reported by the customer, in either direction, to properly align with the definitions stated above.
ONELOGIN SUPPORT PLANS
OneLogin offers the choice of three support plans to service its customers: Standard, Premium and VIP. All customers, regardless of plan, automatically get our Standard support. Customers on our Enterprise and Unlimited Plans, automatically get upgraded to Premium support.
|
Standard |
Premium |
|
|
OneLogin Plans |
All |
Enterprise and Unlimited** |
|
Web / Online Support |
6 am–6 pm PST / GMT Monday–Friday |
24x7 |
|
Phone Support |
6 am–6 pm PST / GMT Monday–Friday |
24x7 |
|
Target Response Times P1: Critical P2: High P3: Normal |
4 hours* 8 hours* 24 hours* |
2 hours 4 hours 8 hours* |
*Excludes weekends and holiday
**Must meet plan minimum user requirement
There are no resolution SLA's provided.