Common use of Levels of Priority Clause in Contracts

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. 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 Level of Priority Description 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