Time to Respond Depending upon the categorisation of the incident associated with the eligible item then within the corresponding timescale to respond from Sungard AS’s detection or having been notified by the Customer of the incident, Sungard AS will engage its then available technical support personnel to assist (in conjunction with the Customer’s personnel) in incident diagnosis within the Service Level Agreement detail in the Schedule. The Customer shall also as soon as reasonably possible, make available its personnel to assist in incident diagnosis. Type Service Level Target Measure Response Time KPI Priority 1 (Critical) 15 min From the time the ticket is logged to the time it is electronically accepted by the resolving team. KPI Priority 2 (High) 30 min From the time the ticket is logged to the time it is electronically accepted by the resolving team. KPI Priority 3 (Medium) 60 min From the time the ticket is logged to the time it is electronically accepted by the resolving team. KPI Priority 4 (Low) 2 hrs From the time the ticket is logged to the time it is electronically accepted by the resolving team. Resolution Time KPI Priority 1 (Critical) 4 hrs For each Priority 1 (Critical) Incident, from the time the Ticket is logged in the Ticket Management System, to the time that the Incident is resolved. KPI Priority 2 (High) 8 hrs For each Priority 2 (High) Incident, from the time the Ticket is logged in the Ticket Management System, to the time that the Incident is resolved. KPI Priority 3 (Medium) 4 business days For each Priority 3 (Medium) Incident, from the time the Ticket is logged in the Ticket Management System, to the time that the Incident is resolved. KPI Priority 4 (Low) 10 business days For each Priority 4 (Low) Incident, from the time the Ticket is logged in the Ticket Management System, to the time that the Incident is resolved. Updates KPI Priority 1 Incident every hour (24x7) A Sungard AS service desk incident assignee will contact the customer named contact by phone every hour with an update on incident status KPI Priority 2 Incident every 2 hours (24x7) A Sungard AS service desk incident assignee will contact the customer named contact by phone every 2 hours with an update on incident status KPI Priority 3 and 4 every 24 hours Mon-Fri A Sungard AS service desk incident assignee will email the customer named contact every 24 hours Monday to Friday with an update on incident status Reports KPI Priority 1 and 2 within 4 business days of incident resolution The Sungard A...
