Ladera strives to promptly respond to all reported errors associated with our services and will use reasonable efforts to correct any Error reported by the client or otherwise known to ladera in accordance with the priority level assigned.
We commit to our clients to provide an initial response acknowledging the report and verifying the error within our “initial response time” objectives. We further commit to use best efforts to resolve the error within the “resolution objective” time frame as listed below. In all cases, Ladera will provide our clients with periodic reports on the status of the Error and Error Correction.
Our clients can report Errors via email to [email protected]
Upon acknowledgment of any open issues, Ladera shall provide the client with (i) the priority level of the issue (including an explanation where Ladera’s assessment of the priority level differs from that reported by the client); (ii) the intended resolution method; (iii) the estimated times within which work will commence seeking to resolve the issue; and (iv) the estimated time within which Ladera will seek to resolve the issue. Ladera shall use reasonable efforts to adhere to the estimated times as reported to the client and shall keep the client informed of its progress.
| Priority Level | Error Type | Initial Response Time | Resolution Objective |
|---|---|---|---|
| Priority Level 1 (Urgent) | An issue where the services are not available to the client, or a function of critical importance cannot reasonably be used, and the situation is an emergency. | Within Four (4) hours after receiving the client’s report. | Within eight (8) hours after receiving the client’s report. Ladera will provide all reasonable efforts to resolve a Priority 1 error until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity level. |
| Priority Level 2 (High) | An issue that has a severe impact on the services. The services can be used; however, they continue to operate in a restricted fashion and may be inconvenient. | Within Eight (8) hours of receiving the client’s report. | Within One (1) business day after receiving the client’s report. If a workaround is not available, reasonable efforts will be made to release an emergency patch to resolve or mitigate the issue or to allow the severity level to be reduced. |
| Priority Level 3 (Normal) | An issue that causes a minor impact on the services. The services can be used; however, they have reduced functionality that affects a small number of users. | Within One (1) business day of receiving the client’s report. | Within three (3) business days after receiving the client’s report. |
| Priority Level 4 (Low) | An issue that causes no material effect on the services, such as a cosmetic issue, or documentation error. A few users may be affected. | Within Three (3) business days of receiving the client’s report. | Within five (5) business days after receiving the client’s report. |
“Error” means any failure of the service (i) to conform with its documentation or (ii) that otherwise causes an error, defect, or failure, whether full or partial, in the functioning of the service.
“Error Correction” means a bug fix, patch, or other modification or addition that brings the service, as applicable, into conformity with its documentation or that otherwise fully corrects an Error.
