1. Purpose of Document

The purpose of this document is to outline the incident management and escalation processes in relation to Beer Cartel’s bigcommerce on line platform.

The document will identify the incident severity types/descriptions and the associated service level in relation to; acknowledgement, status updates and resolution times

The document will give the contact details and mechanisms for reporting and escalation incidents

2. Process Description

1. Incidents can be identified and reported via two channels; RANDEM identifies the issue assigns a severity and informs Beer Cartel; and Beer Cartel identifies the issue and chooses a perceived severity and informs RANDEM

2. Based on the perceived severity of the Beer Cartel identified issues (see section 3 for severity descriptions) the contact methods to report the incident are as follows

a. Severity One: Phone call to RANDEM based on calling list (see section 4)

b. Severity Two: A Phone call to RANDEM or Ticket Raised via [email protected]

c. Severity Three and Four: A ticket is raised via [email protected]

3. Incidents identified by RANDEM contact methods are as follows;

a. Severity One: Phone call from Account Manager or On Call RANDEM Duty Manager and ticket raised in support queue. For severity two to four a ticket is raised in the support queue with email notification to [email protected]

4. The incident management service levels are based on the severity and listed in section 3.

5. Once the incident has been reported the status and updates are per section 3.

6. An incident is considered resolved once both parties are in agreement of such. Upon resolution the SLA (as per the incident assigned severity) no longer applies. RANDEM support with reach out to Beer Cartel for agreement on resolution once they believe the incident has been resolved.

3. Severity descriptions and Incident management SLA’s

The severity of an incident and hence which SLA the response will be measured, will be decided by RANDEM support (as based on the descriptions in the table below) at the time at which they became aware of the incident.

The incident response times as set out in the table below are counted from the time at which RANDEM is notified or becomes aware of an incident and apply.

This SLA applies only to direct areas of RANDEM control and not in areas that are the responsibility of Bigcommerce.

The response times do not include any time taken by Beer Cartel to undertake any task associated with the incident resolution.

4. Contact Lists