Level Reponse
Level Response Detail
At Bluewolf, we tackle complexities and prioritize mission-critical database issues that are specific to the needs of each individual customer. We tailor priorities to each case, involving the client every step of the way.Below are examples of our response protocols and capabilities.
Priority One
Production Database or component down/unable to function; maximum thresholds unexpectedly exceeded; transactions failing, critical business impact, large user group impacted by problem.
Coverage & Response - 24x7. 15 minutes from inquiry; working on issue immediately upon response
Half an Hour Maximum Response Notification Time.
Priority Two
Non-production Database or component down/unable to function.
Coverage & Response - Mon-Fri 8:00am-6:00pm Eastern Time. 60 minutes from inquiry; working on issue immediately upon response
One Hour Maximum Response Notification Time
Priority Three
Request for configuration; scheduled maintenance (patch, performance tuning, etc.) intermittent error that does not adversely effect on-going operation; request for performance inquiry.
Coverage & Response - Mon-Fri 8:00am-6:00pm Eastern Time. 24-hour response; will begin working on task at agreed upon schedule with client
Priority Four
Request for information regarding specific database function; request for Bluewolf to research future releases and/or configuration; request for recommendation on client architecture.
Coverage & Response - Mon-Fri 8:00am-6:00pm Eastern Time. 5-Day response time; will begin working on resulting task at agreed upon schedule with client