Webroot Business Support

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Priority Statuses - Major
  • Critical - Total service failure (e.g., message loss or severe message delivery disruption, unavailability of management system, etc.)
  • Major - Significant reduction experienced in system performance or unavailability of a specific business critical function.

Priority Statuses - Minor

  • Medium - Failure of one or more system functions making use of the systems difficult (e.g., service still running and operational, but not to full capacity).
  • Low - A problem which is outside of the expected operation of the service but causes only minor inconvenience to the User, requests for information, service requests, or requests for enhancements.
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