Priority | Description | Service Level Agreement | Commitment | |
Initial Response | Target Resolution Time | |||
Priority 1 – High | The problem causes complete loss of service. Work cannot reasonably continue as the feature or function does not allow completion of work and its operation is mission critical to the business. | 4 hours during Primary Coverage hours | Worked on continuously until solution found, however, targeting 12 hours resolution time or until a viable workaround can be applied | The problem will be worked on until fixed or a reasonable workaround is applied. Updates will be provided to the customers every 4 hours on business days. |
Priority 2 – Medium | The problem causes important loss of service. A major software function is experiencing a reproducible problem that causes a major inconvenience to the Users. | 3 business days | The problem will be worked on until fixed or a reasonable workaround is applied. Updates will be provided at the end of every business day. | |
Priority 3 – Low | The Problem causes minor loss of service or is a minor error. The impact is an inconvenience that may require a workaround to restore functionality or is a minor error, incorrect behaviour, or a documentation error that does not impede the operation of a system. | 10 business days or mutually agreed to time | Support team will work with users to mutually prioritize and schedule resolutions into release cycles. | |
