Web Service fault reporting and fault repair Sample Clauses

Web Service fault reporting and fault repair. If the Customer reports a fault in the Service or makes a request for assistance, GBG will undertake an initial assessment, log the incident, provide a fault reference and discuss and agree with the Customer a priority level. The following target resolution times apply in respect of each priority: Priority Description Respon se after report Target Clear time Customer updates P1 Service not operational and no interim solution is immediately available. Customer’s production/business seriously affected. 15 Minutes Within 4 hours of fault being reported to Helpdesk 1 hour P2 Functionality of service impaired but service is otherwise operational. 60 Minutes By end of next business day of the fault being reported to Helpdesk 2 hours P3 The service is experiencing minor problems but is functioning substantially 4 Hours Within 5 business days of fault being reported to Helpdesk 3 hours P4 Minor problems with the service but does not impact the Customers use of the service 8 Hours P5 This category includes requests about the functionality of service, general enquiries – not service affecting 8 Hours
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Related to Web Service fault reporting and fault repair

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