Common use of Case Priority Clause in Contracts

Case Priority. P4 ---------------------- When you encounter a known condition in a development or production system for which there is a robust work-around, the Technical Support Centre prioritises your case as P4. Our goal is to have contacted you regarding this issue within one day. This condition will be addressed in a scheduled release of Persistence. The following table summarises the response goals of the Technical Support Centre. Note that in all cases, a minimal test case is required. ------------------------------------------------------------------------------- Case priority Initial Respond with Work-around or contact within commitment within ------------------------------------------------------------------------------- P1 - stops production 1 hour 2 working days P2 - stops development 2 hours 3 working days P3 - no work-around 4 hours 1 week P4 - work-around exists 1 day N/A Table 1 - Problem resolution goals