Common use of SUPPORT, CLASSIFICATION AND ESCALATION Clause in Contracts

SUPPORT, CLASSIFICATION AND ESCALATION. 2.1. All priority 1 (P1) calls shall deal with total systems unavailability support requests. 2.2. All enquiries shall be divided in the following severity levels: 2.2.1. Critical – Complete degradation – all users and key functions affected. The Service is completely unavailable; 2.2.2. Severe – Significant degradation – large number of users or key functions of the Services affected; 2.2.3. Medium – Limited degradation – limited number of users or functions of the Service are affected. Business processes can continue; 2.2.4. Minor – Small degradation – few users or one user affected. Business processes can continue. 2.2.5. Target Response and Restore Time during Work Hours Priority level Definition Time to respond (during working hours) Target Restore time Critical - Incident 4 Business hours Serious - Incidents 18 Business hours Medium - Incidents 5 Business days Low – Request/information Request – 3 Business days or as per agreed timeframe Information – 1 day Minor change request – 8 business days Major change request – 12 business days or as per agreed timeframe.