Common use of Incident Category and Priority Response and Resolution Targets Clause in Contracts

Incident Category and Priority Response and Resolution Targets. A. Company shall comply with the priority levels provided below when Incidents are reported by Authority. These levels, as determined by Authority, are measured according to the business impacts of each problem. Software Support activity prioritization, response and resolution expectations are based on impact and urgency. Company must provide Authority with a single point of contact for the Company Service Desk, as well as an updated escalation matrix which details contact information. The escalation must be maintained, and changes sent to the Authority Vice President of Information Technology Services. This information should include physical address, phone, email, any other available means of contact type. Category Description High The damage caused by the Incident increases rapidly. Work that cannot be completed by staff is highly time sensitive. A minor Incident can be prevented from becoming a Major Incident by acting immediately. Customers are not able to be processed. A large number of customers are affected and/or acutely disadvantaged in some way. The financial impact of the Incident is likely to exceed $10,000. The damage to the reputation of the Airport is likely to be high. Medium The damage caused by the incident increases considerably over time. A moderate number of staff are affected and/or not able to do their job properly. A moderate number of customers are affected and/or inconvenienced in some way. The financial impact of the Incident is likely to exceed $1,000 but will not be more than $10,000. The damage to the reputation of the Airport is likely to be moderate. Low A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort. A minimal number of customers are affected and/or inconvenienced but not in a significant way. The financial impact of the Incident is likely to be less than $1,000. The damage to the reputation of the Airport is likely to be minimal.