Support Response Times
There are two (2) support models available, Celestica Care and Celestica Care Plus, with the following applicable Initial Response Times:
| Priority | Celestica Care | Celestica Care Plus Initial Response Time |
|---|---|---|
|
Support window for technical support |
8am to 5pm local time, Monday to Friday (excluding holidays) |
24x7x365 |
|
Priority 1 (Critical) – Response SLA |
N/A |
1 Hour |
|
Priority 2 (High) – Response SLA |
N/A |
4 Hours |
|
Priority 3 (Medium) – Response SLA |
N/A |
1 Day |
|
Priority 4 (Low) -Response SLA |
N/A |
1 Week |
Initial Response Time is the initial response and acknowledgment of technical support case opened by telephone or by using the Celestica CSP. The times are targets and estimates only and are dependent on The Customer’s cooperation. “Day” means a business day in Canada or the U.S., excluding holidays.
The following priority definitions shall be used for alignment with Customer on focus and target response:
| Priority | Definition | Communication Updates |
|---|---|---|
|
P1 Critical |
Priority 1 impact = Critical— Customer’s network operation is “down”, or there is a critical impact to the Customer’s business operation |
Dedicated regular meetings and updates on status and progress |
|
P2 High |
Priority 2 impact = High— Operation of an existing Customer network or environment is severely degraded, or significant aspects of customer’s business operation are negatively affected |
Regular tracker updates |
|
P3 Medium |
Priority 3 impact = Medium— Operational performance of Customer’s network or environment may be impaired while most business operations remain functional. |
Regular tracker updates |
|
P4 Low |
Priority 4 severity = Low— Little or no impact to Customer business operations. Customer requires information or has questions on product. |
Regular tracker updates |
Priority changes may occur based on Celestica's short-term fix, patch, or Workaround. Issues remaining open for more than ninety (90) days without reproduction by the Customer shall be closed. The Customer will provide similar due diligence towards issue resolution based on the priority assigned.