Common use of Target Response and Restore Clause in Contracts

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 - Incident 18 Business hours Medium - Incident 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.

Target Response and Restore. Time during Work Hours Priority level Definition Time to respond (during working hours) Target Restore time P1 Critical - Incident 1 Hour 4 Business hours P2 Serious - Incident 2 Hours 18 Business hours P3 Medium - Incident 4 Hours 5 Business days P4 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.

Target Response and Restore. Time during Work Hours Priority level Definition Time to respond (during working hours) Target Restore time P1 Critical - Incident 1 Hours 4 Business hours Hours P2 Serious - Incident 18 2 Hours 3 Business hours days P3 Medium - Incident 4 Hours 5 Business days P4 Low – Request/information inform ation 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.