Priority Levels Priority Level Definition Clause Samples

Priority Levels Priority Level Definition. Expected Response Communication Intervals Priority 1 Critical System Issue – Complete System Outage Support Team takes ownership of Problem – Implements emergency plan. System Monitoring is initiated internally. 4 hour maximum Priority 2 Major Impact – Impact to the Customer’s Business with no work around Problem is worked on continuously until it is resolved, or a reasonable workaround is applied, during normal business hours. 8 hour maximum Priority 3 Large impact – Significant inconvenience to customers where a workaround might be implemented Work is expected to continue on a workday basis until a more permanent solution is in place. 24 hour maximum Priority 4 Small to Minor Impact – Minor to Small Inconvenience Resolution is worked into a planned project list and schedule or it can be deferred until there is time allowed in the project schedule. Initial response within 72 hour maximum, ongoing weekly updates Priority 5 Reported bugs or requested enhancements Bugs are fixed if they are impacting clients’ business. Enhancements are evaluated if approved at DATAMARK’S sole discretion added to the development roadmap as prioritized. Quarterly unless bug fix is critical to clients’ business