Support Service Level

Problem Severity

Description

Initial Response Time

Incident Resolution

Level 1 - Emergency

Production application down or major malfunction resulting in Privacy Manager inoperative condition. The specific functionality is mission-critical to the business and the situation is considered an emergency (e.g. failure of consent string processing on all browsers/devices, complete Service unavailability)

Within 2 hours

At least temporary incident resolution within 24 hours with further communication on the planning of the permanent fix rollout if applicable.

Level 2 - Elevated

Critical loss of application functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program is usable but severely limited. (e.g. partial consent string unavailability, specific devices or browsers affected)

Within 24 hours

(excl weekend and public holidays)

Upon testing, troubleshooting and verification by Client within 2 weeks. The time LiveRamp is expecting response from Client, is not counted in the resolution commitment of 2 weeks.

Level 3 - Standard

A customer is able to use the software; however, there is a non-critical loss of functionality. Software updates cannot be installed or some minor functionality fails after update (e.g. Singular Privacy Manager (CMP) malfunctioning on live or testing environment, up to 10% live users)

Within 24 hours

(excl weekend and public holidays)

Upon testing, troubleshooting and verification by Client with no specific commitments on both ends.