Yes, as outlined in our Software Licence Agreement, material faults and failures are classified as follows:
(a) System down, system inoperative;
(b) System error, cannot complete a task or loss of data;
(c) System error, but work around possible;
(d) System productivity/usability issue.
All Corporate-level customers and customers who log class (a) faults/failures will receive immediate attention and customers who log class (b), (c) or (d) faults or failures will be provided with a time estimate to resolve the fault/failure and the work involved within 24 hours of the fault/failure being logged. Certainty Software, Inc. will use reasonable commercial efforts to correct or provide work-around solutions for reproducible material faults or failures.