Support provided by Castle Zeek for its sites and web applications is divided into levels ranging from 1 to 4.
Specifics on Support Levels are agreed upon before launch and written into the Requirements/Technical Specification
for the project. See our Terms of Service page (TOS) for more details. Also, there are tips on our FAQ
page describing different support scenarios.
Please know that our Level 3 and Level 4 ZeekEngines are continuously self-monitoring, and "Phone Home" when they even
just get a minor sniffle. It is more likely that we will already be recovering a problem you report. Also,
an important aspect of understanding these support levels is that they specifically define parameters of Castle Zeek's
responsiveness to certain classifications of technical issues, and they are expressly
not to be construed
as a criteria structure of "warranty" repairs applicable free of charge.
- Support Level 1 : Initial Response Time Target: Within 4 hours.
This emergency service level is reserved for Engagement Level 3 and 4 Web Application Zeek Engines suffering
total outage, or causing clear and present negative impact to the business. A rough qualifying criteria is
the following:
If your system is completely down by malfunction, has been security breached, or critical internal data is
getting corrupted - that is a Support Level 1 issue.
- Support Level 2 : Initial Response Time Target: Within 1 business day.
This service level is reserved for Engagement Level 3 and 4 Web Application Zeek Engines suffering moderately
urgent, client-impacting malfunctions. Externally impacting malfunctions covered by this Service Level are
those caused from logic fault of the Zeek Engine for functional points articulated in the Requirements/Technical
Specification and occurring in the context of proscribed usage parameters. A rough qualifying criteria is
the following:
If your running system, used as designed, is causing objectively negative impact to clients with respect to a
project-scoped process - that is a Support Level 2 issue.
- Support Level 3 : Initial Response Time Target: Within 2 business days.
This service level is for all Engagement levels where the Zeek site or web application is suffering a medium level
malfunction of any sort, caused by a logic fault in a functional point articulated in the Requirements/Technical
Specification and occurring in the context of proscribed usage parameters. A rough qualifying criteria is the following:
If your running system or site is not doing what it is supposed to, per project-scope and normal proscribed usage, and
the malfunction is not overtly impacting to users or clients - that is a Support Level 3 issue.
- Support Level 4 : Initial Response Time Target: Within 4 business days.
This service level is for all Engagement levels where there is any non-threatening thing you wish addressed with your
system. Most often these are follow-on "Nice To Haves" - or just finding tiny imperfections needing a bit of
attention. Most of the minor items typically associated with your plan minutes from your Subscription Service are
the sorts of tasks managed by our SLA-4.
In the case of actual software-faults, the Zeek site or web application is suffering a low-level problem of any sort
that does not pose overt immediate negative impact to anyone, and is caused by logic fault in a functional point
articulated in the Requirements/Technical Specification and occurring in the context of proscribed usage parameters.
Our software is tested and stable. We strive to balance excellent support with mutual accountability.
The above criteria are expressly not "The Letter of Our Law", so for that - please see the additional details in our
Terms of Service Page (TOS), and also realize that every project is different. Especially Engagement Level 3 and
4 projects. When we consult with you, we will discuss the defining parameters of
your "Mission Critical".