Incident Priorities. The following priority levels apply to all Incidents (such priority to be assigned by Customer, and which may be re-assigned by SAP based on the criteria below and acting reasonably):
Incident Priorities. Priority Level Definition
Incident Priorities. The following priority levels apply to all Incidents (such priority to be assigned by Customer, and which may be re- assigned by SAP based on the criteria below and acting reasonably):
(a) Very High: An Incident should be categorized with the priority "Very High" if the incident reported has very serious consequences for normal business processes or IT processes related to core business processes, and urgent work cannot be performed. This is generally caused by the following circumstances: • A PRD system is completely down. • The imminent go-live or upgrade is jeopardized. • The core business processes of Customer are seriously affected. • A workaround is not available. The Incident requires immediate processing because the malfunction may cause serious losses.
(b) High: An Incident should be categorized with the priority "High" if normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the Computing Environment that are required immediately. The Incident is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow.
Incident Priorities. GTT shall prioritise all Tickets based on its reasonable assessment of the impact a reported Incident has on the Service into one of four Priority Levels: Priority Level 1 (Critical), Priority Level 2 (Major), Priority Level 3 (Minor), or Priority Level 4 (Requests) (each a “Priority Level” or, together, the “Priority Levels”). GTT may downgrade the priority level if the Client does not provide adequate resources or responses to enable GTT to continue with Incident Management. Any Incidents relating to a security Incident which requires post-restoration investigation are considered out of scope for Incident Management Each Priority Level is categorized as follows:
