Common use of Priority classes of Support Requests, Reaction Time Clause in Contracts

Priority classes of Support Requests, Reaction Time. (a) The Customer shall classify each Support Request according to the following table 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”. Existing Priority Classes:  Critical This priority is reserved exclusively for situations in which the Customer’s production system is down or the Customer intends to initially start his production system very soon and this issue will prevent the production system to start operations.  High This priority shall be used for situations where there is a severe functionality loss, but the Customer’s production system remains operational and processing can continue.  Medium A functionality error has occurred but processing can still continue, or a non-business critical function is not performing properly.  Low Request for service or information or a problem of minor impact has been identified.

Priority classes of Support Requests, Reaction Time. (a) The Customer shall classify each Support Request according to the following table 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”. Existing Priority Classes:  • Critical This priority is reserved exclusively for situations in which the Customer’s production system is down or the Customer intends to initially start his production system very soon and this issue will prevent the production system to start operations.  • High This priority shall be used for situations where there is a severe functionality loss, but the Customer’s production system remains operational and processing can continue.  • Medium A functionality error has occurred but processing can still continue, or a non-business critical function is not performing properly.  • Low Request for service or information or a problem of minor impact has been identified.