Levels of Priority. Level of Priority Description P 1 All services unavailable on a single platform – Total loss of service to environment Service unavailable to a multitude of platforms Suspected security breach/incident P 2 Any platform service unavailable – Partial loss of service to environment Loss of platform / network resilience Significant degradation of service / performance Customer requested reboot Backup failure P 3 Minor degradation of system performance Service restored with workaround awaiting permanent fix. Single User Faults P 4 Consultation against possible faults Documentation error Customer issue with no impact to service. Testing & Monitoring possible fault The target response and resolution times during the Service Window are shown below:: Priority Response Resolution 1 15 min 1hr 2 30 min 4 hrs 3 60 min 12 hrs 4 Asap Asap BT will use reasonable endeavours to meet these times, but these are not guaranteed and BT has no liability for failure to meet these targets
Levels of Priority. The Service Provider will utilize the following priority categorizations in order to deal with Support Requests: Severity Level Priority Definition Estimated Response Time P1 High System/Function/module outage and business operation directly impacted. Functionality critical to the business is impacted and there is no workaround. During Business Hours, the Service Provider will use its best efforts to provide a Response to a Support Request within four (4) hours. P2 Normal Issue has an impact on functionality or data and must be resolved to ensure the system functions as defined in the requirements specification. The system remains available and there may be a workaround. During Business Hours, the Service Provider will use commercially reasonable efforts to provide a Response to a Support Request within six (6) hours. P3 Low Desired change that does not directly affect data or functionality but may be related to process or user interface or experience. During Business Hours, the Service Provider will use commercially reasonable efforts to provide a Response to a Support Request within eight (8) hours. P4 Low Cosmetic or wish-list item that has no material impact on currently specified functionality. During Business Hours, the Service Provider will use commercially reasonable efforts to provide a Response within twenty-four (24) hours.
Levels of Priority. The Service Provider will utilize the following priority categorizations to categorize Support Requests: Severity Level Priority Definition Estimated Response Time P1 High System/Function/module outage and business operation directly impacted. Functionality critical to the business is impacted and there is no workaround. During Business Hours, the Service Provider will endeavor, using commercially reasonable efforts, to provide a Response to a Support Request within four (4) Business Hours. P2 Normal Issue has an impact on functionality or data and must be resolved to ensure the system functions as defined in the requirements specification. The system remains available and there may be a workaround. During Business Hours, the Service Provider will endeavor, using commercially reasonable efforts, to provide a Response to a Support Request within six (6) Business Hours. P3 Low Desired change that does not directly affect data or functionality but may be related to process or user interface or experience. During Business Hours, the Service Provider will endeavor, using commercially reasonable efforts, to provide a Response to a Support Request within eight (8) Business Hours. P4 Low Cosmetic or wish-list item that has no material impact on currently specified functionality. During Business Hours, the Service Provider will endeavor, using commercially reasonable efforts, to provide a Response to a Support Request within twenty-four (24) Business Hours.
