Forcepoint Technical Support Targeted Response Times Sample Clauses

The 'Forcepoint Technical Support Targeted Response Times' clause defines the expected timeframes within which Forcepoint's technical support team will respond to customer inquiries or reported issues. Typically, this clause categorizes support requests by severity or priority levels, assigning specific response windows for each—for example, critical system outages may receive a response within a few hours, while lower-priority issues might have longer response times. Its core function is to set clear expectations for customers regarding support responsiveness, thereby ensuring timely assistance and minimizing downtime or disruption.
Forcepoint Technical Support Targeted Response Times. Forcepoint follows a tiered support process. Tiered support is a controlled escalation environment, employed to deliver multiple levels of support as deemed appropriate for the support request. Response times are dependent on the severity of the issue reported. A support case is generated for the Subscriber by a member of the Forcepoint Technical Support team or by the Subscriber online at Support. Technical Support requests which are not resolved during the first telephone contact are assigned a Severity Level based on the descriptions in the chart below: For all Forcepoint Products other than Forcepoint SaaS Products: Severity Level Initial Response Severity One (highest severity) Business is severely impacted. - a Forcepoint product is not functioning and no viable workaround is available - Customer environment compromised or at risk for significant data corruption - Mission critical application is down or the majority of users are not able to conduct business Up to 1 Business Hour Up to 45 Minutes Up to 30 Minutes Up to 30 Minutes Up to 30 Minutes Up to 15 Minutes Severity Two Business is disrupted but functioning. - a Forcepoint product’s functionality is severely impacted - Mission critical applications or the majority of users are impacted. Up to 4 Business Hours Up to 4 Hours Up to 3 Hours Up to 2 Hours Up to 2 Hours Up to 1 Hour Severity Three Business is not affected but symptoms exist. - a Forcepoint product is functioning in a restricted fashion and a workaround exists - Mission critical applications are functional with some end users affected Up to 8 Business Hours Up to 8 Business Hours Up to 6 Business Hours Up to 4 Business Hours Up to 4 Business Hours Up to 2 Business Hours Severity Four (lowest severity) A request for information. - Request for product information or questions regarding how to use the product - Minimal impact to customer business - a request for product modification Up to 2 Business Days Up to 2 Business Days Up to 2 Business Days Up to 1 Business Day Up to 1 Business Day Up to 1 Business Day
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