Common use of Keeping the customer informed Clause in Contracts

Keeping the customer informed. The BT objective of increasing the customer satisfaction levels, the customer (ticket originator) will be actively informed of the status of the incident and its progress to resolution. The Incident priority level governs the schedule of customer updates:- Times Priority 1 Priority 2 Priority 3 Priority 4 Target Update 30min 2 hours 8 hours 24 hours An initial incident report for a Priority 1 incident will be provided to the customer within 24 hours of the resolution of the incident. Note: Response and resolution targets for all incidents other than Priority 1 will apply during Normal Working Hours. Priority 1 shall apply during Service Window.