24x7 Incident Escalation Assistance

You’ve already got your system in place for responding to emergency incidents with your infrastructure. But sometimes you need the backup of senior engineers. That’s what our 24×7 Incident Escalation Assistance is for.

Overview of the service

Our Incident Escalation Assistance service is for companies who have their own 24×7 monitoring and response in place but need escalation support for 2nd or 3rd line issues.

As part of this service, your team gets 24/7 phone and ticket support through the service desk, with the standard Steamhaus support SLA, including 15 minute response (24×7) to emergency incidents.

Service Level Agreement (SLA)

Incident Priority Response Time Level Resolution Time Target

CRITICAL PRIORITY

 

System’s production server or other mission critical system(s) are down and no workaround is immediately available:

 

All or a substantial portion of the Customer’s mission critical data stored on the System is at a significant risk of loss or corruption.

 

The Customer has had a substantial loss of service of the System.

 

The Customer’s business operations have been severely disrupted.

15 minutes (24x7) 4 hours (24x7)

HIGH PRIORITY

 

Major functionality of the System is severely impaired:

 

System operations can continue in a restricted fashion, although long-term productivity might be adversely affected.

 

A major System milestone is at risk. Ongoing and incremental System installations are affected.

 

A temporary workaround is available.

1 working hour 1 business day

MEDIUM PRIORITY

 

There is a partial, non- critical loss of use of the System with a medium-to-low impact on the Customer’s business, but the business continues to function. Short- term workaround is available, but not scalable.

2 working hours 2 business days

LOW PRIORITY

 

Inquiry regarding a routine technical issue with the System; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.

1 working day 5 business days
Incident Priority

CRITICAL PRIORITY

 

System’s production server or other mission critical system(s) are down and no workaround is immediately available:

 

All or a substantial portion of the Customer’s mission critical data stored on the System is at a significant risk of loss or corruption.

 

The Customer has had a substantial loss of service of the System.

 

The Customer’s business operations have been severely disrupted.

Response Time Level Resolution Time Target
15 minutes (24x7)

HIGH PRIORITY

 

Major functionality of the System is severely impaired:

 

System operations can continue in a restricted fashion, although long-term productivity might be adversely affected.

 

A major System milestone is at risk. Ongoing and incremental System installations are affected.

 

A temporary workaround is available.

Response Time Level Resolution Time Target
1 working hour

MEDIUM PRIORITY

 

There is a partial, non- critical loss of use of the System with a medium-to-low impact on the Customer’s business, but the business continues to function. Short- term workaround is available, but not scalable.

Response Time Level Resolution Time Target
2 working hours

LOW PRIORITY

 

Inquiry regarding a routine technical issue with the System; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.

Response Time Level Resolution Time Target
1 working day

The small print

There’s no per-incident/time charged for any incidents raised, and the product has a flat cost per supported AWS workload.

You’re responsible for maintaining your own monitoring and triaging incident alerts, using our service to seek guidance from us if you’re unable to resolve the issue,

As a mission-critical service, support is on production only.

We have a fair usage policy that applies to this service, so recurring incidents of the same nature will trigger a review of your service with us.