Classification of Requests. 4.1. Terms of processing your Requests depend on their category and priority and are determined in accordance with the Tables 1 and 2 below.
Classification of Requests. At the opening of the Incident Ticket by the Client, the Client defines the urgency and impact according to the nomenclature shown in the table below. As soon as the Incident Ticket is taken over, its qualification is reviewed by XXXxxxxx and updated based on the information communicated by the Client within the said Incident Ticket. CLASSIFICATION OF PRIORITY LEVELS: P1 TO P5 URGENCY \ IMPACT High Interruption of Service = No alternative solution available Medium Deterioration of Service = Existing alternative via manual action Low Nuisance without impact on Service’s performances= Existing alternative via manual action High The situation is deteriorating at an alarming rate P1 P2 P3 Medium The situation is slowly deteriorating over time P2 P3 P4 Low The situation is stable but has a potential for degradation over time P3 P4 P5 OVHcloud follows the following service objectives according to the defined priority level: Indicator Priority Description Objective** Request handling time * Priority 1 (P1) Incident affecting most Services or critical Impact for the Client Fifteen (15) minutes Priority 2 (P2) Incident affecting part of the Services or significant Impact for the Client One (1) hour Priority 3 (P3) Incident degrading the Services with moderate Impact for the Client Four (4) hours Priority 4 (P4) & Priority (P5) Request for assistance, advice; minor Impact for the Client Twenty-four (24) hours *The ‘Request handling time’ is the time period between the point at which the Incident Ticket is created by OVHcloud, and the point at which the Incident is handled by the Enterprise Support team; ‘handling’ refers to the Incident Ticket being assigned to an Enterprise Support agent from OVHcloud, not the point at which the Incident is resolved. **OVHcloud cannot guarantee that the service level objectives defined above can be met. The service levels defined above are service level objectives (SLO). The Client cannot claim any compensation in the event of a default by OVHcloud to meet these SLO.
Classification of Requests. Transmission Provider shall classify a request for Economic Planning Study as a Local Transmission Provider Economic Planning Request, Sub-Regional Economic Planning Request, or Regional Economic Planning Request. If the Local Transmission Provider Economic Planning Request is Sub-Regional or Regional, the Transmission Provider will notify the requesting party and forward the Economic Planning Study request to NTTG for consideration and processing under NTTG’s procedures. 2.7.5.1 Local Transmission Provider Economic Planning Request: Local Transmission Provider Economic Planning Request identifies Point(s) of Receipt and Point(s) of Delivery that are all within the Transmission Provider’s scheduling system footprint and the Point of Receipt(s) and Point(s) of Delivery utilize only the Transmission Provider’s scheduling paths, the study request will be considered local and will be prioritized under this Section (i.e., Section 2).
