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Cloudmore has five predefined severity levels in line with our SLAs. Incidents with severity level 1 and 2 are regarded as critical incidents and will be treated with absolute top priority.
(Non office time behind brackets)
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Level
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Description
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Reaction
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Incident report
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1
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Affects all users' access to one or more services. |
15 min
(1 h)
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Yes, complete report |
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2
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Affects a large number of users from multiple organizations to access one or more services.. |
60 min
(2 h)
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Yes, complete report |
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3
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Affects an individual user to access one or more services or a situation that affects the performance of the service for several users |
4 h
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No, support feedback |
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4
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Affect the performance of the service for an individual user. |
8 h
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No, support feedback |
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5
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General questions about improvements and features |
n/a
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No, support feedback |
| * This update frequency is applicable only during the first 2 hours of the disruption. If the disruption length is longer than 2 hours the updates will be published as soon as new information is available. |
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Incident reports
A complete incident report will be published on www.cloudmore.com under Hosting Network Status within 10 working days from when the incident was resolved.
Service Availability Incident Management
This document describes how service availability (SA) incidents are handled and how information is communicated between Cloudmore's support team, system technicians, other staff and Cloudmore's external Partners / Resellers. Download document
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Hosting Network Status