Restoration calculation Sample Clauses

Restoration calculation. Restoration metric is calculated as the number of Incidents for Priority 1 and Priority 2 Incidents that are restored outside the agreed upon time for each priority during the applicable measurement period. Start time will be taken from the timestamp within the ticketing system of the first member of the Contractor’s triage team joining the war room (“Restoration Start Time”). If a P2 is upgraded to a P1, the start time starts at the time of the upgrade, understanding the Service Level Metric will be for a P1. All P1 and P2 incidents and their start and end times will be reviewed and mutually agreed upon by both parties in a review meeting within two ( 2 ) weeks of the occurrence. There are certain cases when a Contractor enterprise wide P1 or P2 has already started, and later impacts VHC Managed Applications. In these cases, the Restoration Start Time will be calculated from the time the Contractor joins the war room after a VHC service has been triaged and confirmed to be impacted as part of the enterprise wide P1 or P2 by the TCC. System incident restoration is measured for the length of the Contract. Restoration time for incidents will be under four (4) hours for Priority 1 incidents, under eight (8) hours for Priority 2 incidents.
Sample 1
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