Priority Definitions and Service. Level Metrics for Support CSG uses the following priority definitions and target response times for issues reported by the Customer to CSG. Customer shall also use commercially reasonable efforts to provide Customer acknowledgements and subsequent updates until the issue is resolved with the times set forth in the table below. Severity Level Priority Description Acknowledgement/ Updates Targeted Resolution or Workaround 0-Critical The Content Direct System as a whole or a major component of the Content Direct System is not accessible (e.g., Ordering, provisioning) Consumers are unable to access the solution or the components made available in Schedule B. Ack: Within 10 minutes after issue has been reported by Customer. Upd: Every hour until issue is no longer Critical, whether resolved or downgraded to a lower severity, in which case acknowledgments and updates will be provided based on the then-current severity level CSG will work around the clock until a Fix or workaround (via hotfix, configuration, etc.) is identified.
