INCIDENT RESPONSE TIMES AND RESOLUTION. 5.1. The incident response times and resolution times shall be as set out in the table below: Incident Category Response Time* Resolution Time** Critical Priority Incidents 2 hours 24 hours High Priority Incidents 24 hours Next major release of the Software but Client acknowledges that this may not be possible if the relevant Support Incident Ticket is logged less than six (6) months before the date of the next major release of the Software Normal Priority Incidents 7 days At the discretion of the Supplier, next major release of the Software but Client acknowledges that this may not be possible if the relevant Support Incident Ticket is logged less than six (6) months before the date of the next major release of the Software * If raised during the Support Hours, measured from the time the incident is logged in the Helpdesk, if raised outside of the Support Hours, measured from the commencement of the next period of Support Hours. **Target times only. Measured from the time the Supplier receives the Required Information, or if requested, such other information as may be reasonably requested. If received during the Support Hours, from the time the information is received, if received outside of the Support Hours, measured from the commencement of the next period of Support Hours. Subject to Client providing all reasonable assistance in a timely manner.
INCIDENT RESPONSE TIMES AND RESOLUTION. The incident response times and resolution times shall be as set out in the table below: Incident Category Response Time* Resolution Time** Urgent Priority (P1) 2 hours 24 hours High Priority (P2) 24 hours 30 days Normal Priority (P3) 7 days 6 months Low Priority (P4) 21 days On a prioritised basis * If raised during the Support Hours, measured from the time the incident is logged in the Helpdesk, if raised outside of the Support Hours, measured from the commencement of the next period of Support Hours. **Target times only. Measured from the time the Supplier receives the Required Information, or if requested, such other information as may be reasonably requested. If received during the Support Hours, from the time the information is received, if received outside of the Support Hours, measured from the commencement of the next period of Support Hours. Subject to Customer providing all reasonable assistance in a timely manner. .
