Severity Level 1(Critical Severity)

Error that (a) renders the Service completely inoperative, or (b) makes Customer’s use of material features of the Service impossible, with no alternative available.

Initial response within 2 Business Hours

Observe Product Specialists will work on the incident during Business Hours to provide a resolution or workaround. Regular status updates will be provided until resolution.

Severity Level 2(High Severity)

An Error that (a) has a high impact to key portions of the Service, or (b) seriously impairs Customer’s use of material features of the Service and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without the expenditure of significant time or effort.

Initial response within 1 Business Day

Observe Product Specialists will work on the incident during Business Hours to provide a resolution or workaround. Regular status updates will be provided until resolution.

Severity Level 3(Medium Severity)

An Error that has a medium-to-low impact on the Service, but Customer can still access and use some functionality of the Service.

Initial response within 2 Business Days

Observe Product Specialists will work during Business Hours first to resolve incidents and then on responding to and resolving other issues.

Severity Level 4(Low Severity)

An Error that has low-to-no impact on Customer’s access to and use of the Service.

Initial response within 4 Business Days

Observe Product Specialists will work during Business Hours first to resolve incidents and then on responding to and resolving other issues.

Incident

Observe monitors our critical services for availability 24/7/365.  In the event of incidents causing widespread outages or service degradation we will notify customers via our status page.

Initial response as soon as possible or within 30 minutes 24/7/365 at

Observe Engineers will work on incidents 24/7 to restore services. Regular status updates will be provided via status page until resolution.