Common use of Urgent Priority Clause in Contracts

Urgent Priority. 6.10.1. A Support Ticket is Urgent priority if: 6.10.1.1. A production system is completely unavailable or has performance so poor as to render the service unusable; or 6.10.1.2. A production system may have been compromised by an attacker and the suspected attack or its impact is ongoing. 6.10.2. This description is not exhaustive and is intended as a definition by example. dxw may include other criteria at our discretion. 6.10.3. dxw treats Urgent priority Support Tickets as genuinely urgent and we make our best endeavour to respond to them appropriately.