Incident Reaction Time definition

Incident Reaction Time means the amount of time (e.g. in hours or minutes) between when the SAP Support Level 1 organization is notified of the Customer-reported Incident and the first action is taken by an SAP support person, familiar with the Customer’s environment, to repair the Incident.
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Incident Reaction Time means the amount of time (e.g. in hours or minutes) between the time that the SAP Support Level 1 organization is notified of the Customer-reported Incident and first action taken by an SAP support person, familiar with the Customer’s environment, to repair the Incident.
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Examples of Incident Reaction Time in a sentence

  • Incident Reaction Time for Incident Management Incident Priority Very High 20 minutes (7x24) and (i) resolution or (ii) workaround or (iii) action plan within 4hrs for PRD Incident Priority High 2 hours (7x24) for PRD 4 hours [Local Time on Business Days] for NON-PRD Incident Priority Medium 4 hours [Local Time on Business Days] for PRD and NON- PRD Incident Priority Low 1 Business Day for PRD and NON-PRD *Applies if this optional service is purchased in an Order Form.

  • Incident Reaction Time for Incident Management Incident Priority Very High 20 minutes (7x24) and problem determination action plan within 4hrs for PRD Incident Priority High 2 hours (7x24) for PRD 4 hours [Local Time on Business Days] for NON-PRD Incident Priority Medium 4 hours [Local Time on Business Days] for PRD and NON- PRD Incident Priority Low 1 Business Day for PRD and NON-PRD *Applies if this optional service is purchased in an Order Form.