CDN Support - Service Level Commitments
Cisco CDN engineers provide support during standard business hours, with support teams located in the U.S., India and China.
Our teams commit to an initial response time after a case is opened. Time to resolution varies depending upon the complexity of the support issue.
To ensure that all problems are reported in a standard format, Cisco has established the following problem severity definitions. Customer must assign a severity, in accordance with the Case priorities defined below, to all Cases submitted to Cisco for CDN developer support. CDN engineers will make reasonable commercial efforts during standard business hours to resolve Cases:
CASE SEVERITY DEFINITIONS:
Severity 1 (P1) - Critical issue with severe impact to Customer's business operation. Customer's business operations are proceeding but production and/or profitability will be severely affected within several days. A major feature of the SDP is unusable/ or has caused irreparable loss of data. Development may be halted.
Severity 2 (P2) - Time sensitive issue with negative impact to Customer's business operation. Significant aspects of Customer's business are still proceeding but issue may affect long-term productivity. A major feature is operational but unstable or unreliable. Development can be continued.
Severity 3 (P3) - An issue with insignificant impact to Customer's business operation. Most operations remain functional with little impact over time. A major feature requires enhancements or fixes that are targeted for updates but do not result in loss of functionality.
Severity 4 (P4) - Information or assistance is required on SDP capabilities or documentation. There is clearly little or no impact to the Customer's operation. Issue requires no further action beyond possibly follow-up.
CDN support commits to an initial response time during standard business hours for development support cases.