Common use of PRIORITY LEVEL DESCRIPTION Clause in Contracts

PRIORITY LEVEL DESCRIPTION. Priority 1 Critical A critical service is non-operational, impacting the Customer’s business, multiple End Users or multiple Sites; or severe functional error or degradation of Service(s) affecting production, demanding immediate attention. Business Risk is High Priority 2 Major The Customer’s business is experiencing failure or performance degradation that impairs the operation of a critical business Service, although a work around may exist; or Application functionality is lost; or significant number of End Users or major Site is affected. Business Risk is Medium Priority 3 Minor The Customer is experiencing a problem that causes moderate business impact. The impact is limited to an End User or a small Site; or incident has moderate, not widespread impact; or involves partial loss with minimal impact which is non-critical in nature. Business Risk is Low Priority 6 Change Request Standard service request (e.g. End User guidance and Change Requests); or updating documentation. Business Risk is Minor localised

PRIORITY LEVEL DESCRIPTION. Priority 1 Critical A critical service is non-operational, impacting the Customer’s business, multiple End Users or multiple Sites; or severe functional error or degradation of Service(s) affecting production, demanding immediate attention. Business Risk is High Priority 2 Major The Customer’s business is experiencing failure or performance degradation that impairs the operation of a critical business Service, although a work around may exist; or Application functionality is lost; or significant number of End Users or major Site is affected. Business Risk is Medium Priority 3 Minor The Customer is experiencing a problem that causes moderate business impact. The impact is limited to an End User or a small Site; or incident has moderate, not widespread impact; or involves partial loss with minimal impact which is non-non- critical in nature. Business Risk is Low Priority 6 Change Request Standard service request (e.g. End User guidance and Change Requests); or updating documentation. Business Risk is Minor localisedlocalised INCIDENT MANAGEMENT

PRIORITY LEVEL DESCRIPTION. Priority 1 Critical A critical service is non-non- operational, impacting the Customer’s business, multiple End Users or multiple Sites; or severe functional error or degradation of Service(s) affecting production, demanding immediate attention. Business Risk is High Priority 2 Major The Customer’s business is experiencing failure or performance degradation that impairs the operation of a critical business Service, although a work around may exist; or Application functionality is lost; or significant number of End Users or major Site is affected. Business Risk is Medium Priority 3 Minor The Customer is experiencing a problem that causes moderate business impact. The impact is limited to an End User or a small Site; or incident has moderate, not widespread impact; or involves partial loss with minimal impact which is non-critical in nature. Business Risk is Low Priority 6 Change Request Standard service request (e.g. End User guidance and Change Requests); or updating documentation. Business Risk is Minor localised