Common use of Priority Definitions Clause in Contracts

Priority Definitions. All Service Requests will be allocated a Priority and agreed with the Buyer based on the following criteria: Priority A - Urgent Those Incidents that have a major and immediate impact on a key business function, rendering it, or them, inoperable. Typically users cannot continue a business function or operation. Priority B - High Those Incidents not having an immediate impact on a key business function but that are not functioning properly. Typically users can continue a business function or operation but with difficulty. Priority C - Normal Those incidents where users can continue a business function or operation but an improvement is required. Priority D - Low Minor or cosmetic problems with systems or service. The service is not materially affected.