Fault Classification. 4.1 The Contractor and Client shall classify Faults by priority. Priorities shall range from Priority 1, which is the most serious, to Priority 4, which has the lowest priority. All classifications of Fault (irrespective of priorities) are treated in the same way, but have different response times and escalation levels as described below. 4.2 The Contractor shall assign Fault categories based on the perceived effect on the Services. The following Fault priorities and definitions shall be adopted:
Appears in 2 contracts
Sources: Framework Agreement for the Provision of Services (ExlService Holdings, Inc.), Framework Agreement (ExlService Holdings, Inc.)