Proofpoint Customer Success Center

Priority Guidelines

Table of SLA Guidelines

Priority

Attributes

Initial Response

Examples

System Down. Complete failure of the software or hardware, impacting all users.

1 hour

• Mail is not being delivered, either in or out.
• Spam or AV updates out-of-date for more than 12 hours.
• All appliances down or not communicating with backend.
• Any UI unreachable on a mass scale.
• TAP dashboard unavailable.
• No one can access Share messages.
• Mail not archiving. Search or Supervision unavailable.
• You are under an audit or court order, and system is severely underperforming.

The software is operating in degraded mode. One or more of the subsystems is not functioning or impacting only a subset of the users.

4 hours

• Digests are not being delivered.
• Mail delivery is delayed by more than 15 minutes.
• Minor hardware failure not affecting mail flow.
• Significant performance degradation.
• Journal Mailbox backlog or stuck message preventing archiving.
• Some appliances are down at the customer datacenter.
• Stubbing is not functional.
• Appliance RMA.

All major functionality is working. Non- critical system issues. The service is running with limited function- ality in one or more subsystems.

8 hours

• The formatting of a digest is not correct for some email clients.
• Spam False Negatives/False Positives.
• Minor Journal mailbox backlog, but still archiving.
• Reports not running.
• Client is unable to find a message in the archive.
• Archiving issues reprocessing.
• Specific functions not available for a subset of users.

“How To” Questions and software issues with no degradation.

16 hours

• How do I configure a rule that stops spoof emails?
• Cosmetic bugs in the GUI.
• Need assistance in setting up Outlook Folder Tool.
• Need assistance configuring new feature.
• Questions on User Interface (search for a message, create a legal hold, policy or report, help with TAP Dashboard, Share).

RFE

Requests for Enhancement

10 days

• I would like to create a new report that is not currently available through the UI.
• I would like to have the Proofpoint software running on my Pocket PC operating system.
• I would like to make changes in the UI that aren’t currently available.