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Terms & Conditions

Essential Terms & Conditions for Work Tools Support plans.

  1. Severity One means Customer’s production server or other mission critical system(s) are down and no workaround is immediately available and (i) all or a substantial portion of Customer’s mission critical data is at a significant risk of loss or corruption; or (ii) Customer has had a substantial loss of service.
  2. Severity Two”means that major functionality is severely impaired such that: (i) operations can continue in

a restricted fashion, although long-term productivity might be adversely affected and a temporary workaround is available; or (ii) a major milestone is at risk, ongoing and incremental installations are affected, and a temporary workaround is available.

  1. Severity Three means a partial, non-critical loss of functionality of the software such that: (i) the operation of some component(s) is impaired but allows the user to continue using the Software; or (ii) initial installation milestones are at minimal risk.
  2. Severity Four means (i) general usage questions and cosmetic issues, including errors in the Documentation, and (ii) cases opened via email for WorkTools Software.

AppManage specific: