Support Services Policy
1. Any errors/faults in the software must be notified to firstname.lastname@example.org
2. Mo will respond to any such notifications within 48 hours to acknowledge receipt.
3. Mo shall use its reasonable endeavours to rectify any error/fault of which it is notified in accordance with the timescales below. If a workaround is developed, Mo shall apply such workaround and, if applicable, the severity shall be downgraded (for the purposes of timescales, the issue shall then be treated as though it has always been of that severity).
Severity 1: 8 Business Hours of the error/fault being notified to Mo.
(Critical) The Software is ‘down’ or inoperable or there is a severe impact on essential functions/operations. No reasonable workaround is available.
Severity 2: 12 Business Hours of the error/fault being notified to Mo.
(High) Key functions/operations are severely impacted. The Software is operable but its use is restricted. Either there is no workaround available, or the workaround is cumbersome to use.
Severity 3: 16 Business Hours of the error/fault being notified to Mo.
(Medium) There is: (i) a severe impact on essential functions/operations or key functions/operations are severely impacted but the impact can be reasonably mitigated by a reasonable workaround; or (ii) an important but non-essential/key function/operation is impacted.
Severity 4: 20 Business Hours of the error/fault being notified to Mo.
(Low) Non-critical issues (e.g., cosmetic issues, such as misspellings and grammatical mistakes).
4. If Mo is unable to fix the relevant error/fault within the times set out above, Mo’s relationship manager for the Customer shall promptly contact the Customer and the parties shall decide what action to take. In the meantime, Mo shall continue to attempt to fix the relevant error/fault.