How long does Humanperf Software take to respond to a notification of an anomaly in the customer's environment?
As from the acknowledgement of receipt by Humanperf Software of the Customer's notification of the anomaly, the intervention times are as follows:
- Level 1 anomaly: 4 working hours
- Level 2 anomaly: 3 business days
- Level 3 malfunction: 5 business days
- Level 4 malfunction: 5-10 business days
Environmental restoration can take up to 3 business days.
For a test instance, regardless of the severity level, response times are multiplied by 3.
🔴 Level 1 – Critical / Blocking
- A defect or issue that results in a complete loss of service or a major component of the Software is entirely inoperative. There is no workaround, and the issue has a severe impact on the Client’s business operations.
- This includes authentication issues, system unavailability, data corruption, …..
⏱️ Response time: 4 working Hours
🟠 Level 2 – Major
- A major functionality is degraded or restricted. The Software is partially operational, but performance or usability is significantly impaired. A workaround may exist, but the issue impacts essential business processes.
- This includes file uploads issues, workflow errors, email notifications not sent, …
⏱️ Response time: 3 business days
🟡 Level 3 – Moderate
- The issue affects a non-essential feature. There is minimal impact on daily operations, and a workaround is available. The Client’s business can continue without significant disruption.
- This include PDF reports issues, user interface concerns, …
⏱️ Response time: 5 business days
🟢 Level 4 – Minor / Cosmetic
- No significant impact on the use of the Software and no impact to the Client’s business.
- This includes general questions, guidance requests, or issues related to configuration or usage.
⏱️ Response time: 5-10 business days