A CareHQ issue impacting a customer will be assigned a severity level and handled as per the table below. All resolution times apply within hours of operation 9am - 6pm GMT, Monday - Friday (excluding bank holidays).
| Severity | Description | Resolution |
|---|---|---|
| Level 1 | CareHQ is not available / not usable. | Acknowledgement within 1 hour. Temporary resolution within 4 hours. Final resolution within 2 days. |
| Level 2 | CareHQ performance is substantially degraded preventing normal usage. | Acknowledgement within 1 hour. Temporary resolution within 8 hours. Final resolution within 7 days. |
| Level 3 | A non-essential CareHQ feature is unavailable or degraded. | Acknowledgement within 1 day. Final resolution within 28 days. |
| Level 4 | Minor cosmetic issues and feature requests for CareHQ. | Resolution at CRMHQ's discretion. |