Prioritization of Support Services. SISW will use commercially reasonable efforts to provide prompt support services on a first come/first serve basis. Incident Reports are automatically escalated to the appropriate resources within SISW based on severity and complexity. The Customer shall classify each Incident Report according to the following priority classes and according to the impact(s) to its business. If a priority class is not defined by the Customer, it is by default considered to be “Low.” SISW will make the final determination of the priority class of an Incident, and priority classes are defined as follows: • Critical The production system or deployment is currently inoperative. Continued usage of one or more critical functions of the product/deployment is impossible and prevents normal usage or deployment. Critical business operation and usage are severely affected on a production system or deployment process system. The problem is time-critical and causes a production or deployment stoppage. Targeted Response Time for Critical priority incidents is 4 hours for Bronze/Standard Support tiers. • High Asevere functionality loss of the production system or deployment, but the system remains operational. The problem is time-sensitive and may be causing an immediate functional stoppage. Targeted Response Time for High priority incidents is 8 hours for Bronze/Standard Support tiers. • General Afunctionality issue has occurred but processing can continue, or a non-business critical function is not performing properly. Business operations are continuing and the impact is minor or a workaround exists. The problem can be time-sensitive but is not causing an immediate work stoppage and usage can continue in a restricted fashion. Targeted Response Time for General priority incidents is 2 days for Bronze/Standard Support tiers. • Low Arequest or question for general support or information on a product. There is no work stoppage and operations can continue in an unrestricted manner. This includes requests for a new feature or functionality in the existing product or a feature important to long-term functionality. Targeted Response Time for Low priority incidents is 5 days for Bronze/Standard Support tiers.
Prioritization of Support Services. SISW will use commercially reasonable efforts to provide prompt Support Services on a first come/first serve basis. Incident Reports are automatically escalated to the appropriate resources within SISW based on severity and complexity. The Customer shall classify each Incident Reports according to the following priority classes and according to the impact(s) to its business. If a priority class is not defined by the Customer, it is by default considered to be “Low”.
