Priority First Intervention Performance Criteria
Graylog Technical Support Services
Remote intervention within 4 hours of incident notification
The first intervention will be made with remote telephone support, if necessary, access to the customer location will be provided as soon as possible, and on-site intervention will be carried out.
If software or network problems running product components cause the organization's business activity to stop, it will be evaluated and intervened as S1 Critical, the most critical level. If their production system is closed or not working and no other method can be found to perform the function, it will be evaluated in this way. If the system can be put into operation with a side method (workaround),the criticality level will be reduced to S4-Low and waited for the software solution.