Lifelong maintenance and update
Free training
7 * 24 hours service
On-site Service with 2 hours
Solve the problem within 4 hours
Remote consultation
Regular check
Regular return visit
 Severity Level
|
 Business Impact
|
|
Level 1 Major Impact |
Directly reducing bank’s ability to conduct business And / Or Essential function not working And / Or Critical program aborts or stops And / Or Critical application unavailable |
|
Level 2 Moderate Impact |
Directly causing partial loss of bank’s ability to conduct business And /Or Essential function severely restricted And / Or Severe service degradation |
|
Level 3 Minor Impact |
Problem encountered has low impact on business And / Or A non-critical problem in the System where the bank will be able to continue to run the application or a workaround is available |
|
Level 4 No Operational Impact |
Causing only inconvenience And / Or No business impact And / Or No bank regulatory or revenue impact but alternate mechanism available |
|
Severity Level
|
 Telephone Response Time
|
 Arrive On-site within
|
 Service Pattern
|
|
Level 1 Major Impact |
30 Minutes | 2 Hours |
|
|
Level 2 Moderate Impact |
1Hour | 3 Hours |
|
|
Level 3 Minor Impact |
4 Hours | N/A |
|
|
Level 4 No Operational Impact |
Next Day | N/A |
|
