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WATERSTREET APPLICATION SERVICE LEVEL ESCALATION

Level

Response

Level 1 Issues: Total inability on the part of the majority of users to access or use the Software Services.

Examples:

Subscription Services determined to be unavailable to a majority of users.

 

WaterStreet will begin work within 1 hour during normal business hours (7:00 a.m. to 5:00 p.m. Mountain Time on business days), and use commercially reasonable efforts to achieve one of the following resolutions within 1 business day:

  1. Develop and implement a fix
  2.  Implement an acceptable workaround, or
  3. Develop a mutually agreed upon plan of action.

Level 2 Issues: Partial or intermittent inability of multiple users to access or use critical features of the Software Services.

Examples:

  1. Inability of end users to perform primary functions.

  2. Authorized Users are unable to log into the Software to perform their jobs.

WaterStreet will begin work within 4 hours during normal business hours (7:00 a.m. to 5:00 p.m. Mountain Time on business days); and use commercially reasonable efforts to achieve one of the following resolutions within 2 business days:

  1. Develop and implement a fix,
  2. Implement an acceptable workaround, or
  3. Develop a mutually agreed upon plan of action.

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products in action?

Schedule a demo today by calling us at 406.333.1989 or filling out the form via the following link.

Connect With WaterStreet

Faster, more efficient workflows mean cost savings for your company and greater customer satisfaction for the insured. Don’t wait to switch from a dated legacy system. The benefits of a cloud-based Policy Administration System allow for company-wide growth and an edge in your competitive landscape. 

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