Severity 1
Description: A level in which an outage directly affects any of a customer's end users and they are unable to be directed to the customer's Web application.

• 1 minute escalation: Page Primary On-Call Engineer
• 5 minutes escalation: Page Primary and Secondary On-Call Engineers. Try alternate contact numbers.
• 10 minutes escalation: Page Manager of Network Operations. Page Primary, Secondary On-Call Engineer and Off-Call Engineers.
• 15 minutes escalation: Page Primary and Secondary On-Call Engineers, VP of Operations
• 30 minutes escalation: Page VP of Operations, Primary and Secondary On-Call Engineers, VP of Operations, CEO.

Severity 2
Description: A level in which only a portion of an offered service is affected. A percentage of the service is not available for some end users, but they are being sent directly to the customers Web server.

• 1 minute escalation: Page Primary On-Call Engineer
• 5 minutes escalation: Page Primary and Secondary On-Call Engineers. Try alternate contact numbers.
• 10 minutes escalation: Page VP of Operations. Page Primary and Secondary On-Call Engineers
• 15 minutes escalation: Page Primary and Secondary On-Call Engineers VP of Operations
• 30 minutes escalation: Page VP of Operations, Primary and Secondary On-Call Engineers, VP of Operations, CEO.

Severity 3
Description: A level in which no end users are being impacted, but a system configuration or other change is required.

• 1 minute escalation: none
• 5 minutes escalation: none
• 10 minutes escalation: Page Primary On-Call Engineer
• 15 minutes escalation: Page VP of Operations, Primary and Secondary On-call engineers.
• 30 minutes escalation: Page Primary and Secondary On-Call Engineers, VP of Operations

Resolution of a network event or outage, for escalation purposes, is defined as an event which has been analyzed or corrected, and has both a known cause and estimated time to repair. For outages of a severity less than 1, if the estimated time to repair exceeds the escalation threshold, but no conceivable benefit could be achieved through further escalation, a notification and event summary will be sent to escalation staff in substitute. Netli agrees to abide within the criteria for escalation procedures described above. At any point the customer can contact Netli and request that an issue be escalated to the next highest level of severity.