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According to the Priority Matrix below, Adonis will respond to service-related incidents and/or requests submitted by the Customer in support of services outlined in this Agreement. Incidents taking place during planned maintenance periods, and incidents caused by any third-party service that the platform is depending on, are exempt from the response, update, and target resolution times.
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Priority | Description of Priority Severity & Impact | Initial Response | Target Communication SLA | Target time for Resolution | Priority 1 CRITICAL Service unavailable |
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Only applicable for the Production environment | 1 hour | Every hour | 8 hours | Priority 2 HIGH Service degraded |
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| 4 hours | Every 4 hours | 48 hours | Priority 3 MEDIUM Minimal Disruption |
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| 48 hours | After 72 hours | 72 hours | Priority 4 LOW Does not affect functionality |
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Resolution
A resolution to an incident can be one of the following:
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