FatWire engineers will start working to resolve the issue at the beginning of the next normal business day. The problem causes complete loss of service. Work cannot reasonably continue, the operation is mission critical to the business, and the situation is an emergency. A critical function is not available. The system hangs indefinitely, causing unacceptable or indefinite delays of resources or response.
System crashes, and continues to crash repeatedly after restart attempts.
FatWire Support Services guarantees a 24-Hour Commitment to Priority 1 TARs. For Priority 1 TARs, FSS will work 24x7 until the issue has been successfully resolved, or as long as useful progress can be made. Customers must provide FSS with a dedicated contact during this 24x7 period, either on-site or by pager. This dedicated contact may be called on to assist with data gathering, testing, and the application of fixes. Customers are requested to propose this classification with great care, so that valid Priority 1 situations can obtain the necessary resource allocation from FatWire.