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Liongard Service maintenance includes maintenance releases, enhancements, new versions, additions and modifications to the Service, that is provided to all other Partners under support.
Bug fixes to bring the Liongard Service into substantial conformance with its then-current documented user guide. Updates will be installed by Liongard staff.
Resolution Process for issues of severity levels 1 and 2.
to determine and correct the error
on the status of the correction
to correct the error
Scheduled Outages are usually scheduled during off-peak office hours
between 7PM-10PM CST and Partners are usually notified via email.
|SEVERITY 1||Liongard Core Service substantially fails to perform||4 hours|
|SEVERITY 2||Substantial degradation in performance of the Liongard Service||8 hours|
|SEVERITY 3||Minimal to no impact on the availability or performance of the Liongard Service||3 days|