Incident priority definitions and response times Sample Clauses

Incident priority definitions and response times. An incident is a disruption of service. This disruption can be a total outage or a reduction in quality of the usual service. All parties understand that the response times below only apply during the support hours listed above under Hours of Coverage. Note: For Priority 1 and Priority 2 level Incidents, Clients must call into HSP Support line using one of the numbers listed on our Support Portal to speak directly with an Engineer. This ensures that high priority issues are addressed as soon as possible (ASAP) and all pertinent information is gathered to allow for troubleshooting to begin immediately. Priority Customer/Business impact Service Response 1 – Critical/ Highest Critical need: Occurs when a Client has a critical need for support due to security, privacy, safety or a severe degradation in or loss of mission capability to an extent and duration that the organization is not able to perform one or more of its primary functions Contact back within 30 minutes 2 – High System down: A system is experiencing degradation in mission capability to an extent and duration that the organization is able to perform its primary functions, but the effectiveness of the functions is significantly reduced. Contact back within 60 minutes 3 – Medium System restricted: A system is experiencing degradation of non- critical functionality with operational limitations, but has no direct impact on services availability, and a workaround may be available. Contact back within 120 minutes 4 – Low Minimal impact: A system is experiencing an issue with no impact to operational functionality or where a reasonable workaround has been implemented. Contact back within 1 business day
Sample 1
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