Simo Rail Support

Severity level

Priority Class	Definition	Repair Activities Commence
Critical	Service is unusable by users and there is no way to get around the problem.	Within 2 hours during Service Time.
Medium	Service is significantly impacted but usable by a User.	Within 3 Business Days.
Low	Minor issue that doesn’t impact core functionality of the Service	Within 10 Business days.

Exclusions from the Support Service

Availability issues relating to a payment rail;
Customer issues with their rail connectivity;
Support for browsers other than the two (2) latest public versions of Microsoft Edge, Firefox and Google Chrome;
Customer Internet connectivity and firewalls;
Customer requested recovery of data that the Customer has deleted;
Any Customer work outside of the XMLdation Service;

Availability

The Service will be operable 95% of the time in each annual calendar quarter, excluding the time when the payment rail test environment is unavailable.