“Acknowledge Time” is the time for a return communication from RockySoft to acknowledge the defect and to estimate the time for delivery of the resolution. For a Severity Level 4 this is acknowledgment of the enhancement request, the estimated time for delivery will be communicated with the release schedule.

“Resolution Response Time” is the documented fix that restores full functionality.

Severity Level l: The user experiences real or perceived data loss or corruption or an essential part of the system is unusable. Unusable means that the user can’t or won’t use an essential part of the system because of its design or a defect. Essential parts of the system are those that the user needs to use the system effectively.

Severity Level 2: The user’s effectiveness is severely compromised for an essential part of the system although all essential parts of the system can be used. Effectiveness refers to the user’s productivity and satisfaction with the work process provided by the system. Satisfaction with the work process includes concerns such as unpleasant or frustrating processes that affect the system’s fitness for use.

Severity Level 3: The user’s effectiveness is compromised, though not severely. All essential parts of the system can be used. This classification is appropriate for all parts of the system, essential or otherwise.

Severity Level 4: Enhancement request.