During Service Hours, PiPware Solutions will respond to each Service Call (Respond) within the applicable period set out in the table below. This is response time and not a Resolution or Restore time.

PiPware Solutions will use its reasonable endeavours to respond to and resolve Service Calls in accordance with the Service Levels set out below.

Urgent – Blocker

• PiPware is down and unavailable
• The URL for PiPware is inaccessible
• Mission-critical data associated with PiPware is at significant risk of loss or corruption

High – Critical

• PiPware is operational but highly degraded performance to the point of major impact on usage
• Important features of the PiPware offering are unavailable with no acceptable workaround

Medium – Major

• Partial, non-critical loss of functionality of PiPware 
• Impaired operations of some components, but allows the user to continue using PiPware 
• Customer can reasonably work around such inconsistencies or impairments

Low – Enquiries, Analysis, Training, Enhancements and New Features

• Inquiry regarding a routine technical issue
• Information requested on PiPware capabilities/navigation
• Installation or configuration
• Any request for enhancement or additional functionality
• Includes “how-to” questions and issues impacting individual users