Common use of Priority Definitions Clause in Contracts

Priority Definitions. Priority 1 Critical All or significant functionality unavailable, causing a significant operational impact. Priority 2 High Significant functionality unavailable, but interim workaround is available. Priority 3 Medium Certain aspects of functionality, no operational impact but inconvenient. Priority 4 Low Requests for Information or Incidents on test system. The Service Levels start when the Incident is moved to the Open state. If your Incident is urgent please call the Service Desk on 0208 391 4646. The Support mail box will be checked every 2 hours during Telephone Support Business Hours as a minimum. All Incidents received into the mail box will be logged within 1 hour from checking. NB All urgent Incidents to be logged by phoning the Service Desk on 0208 391 4646, see above. A response is defined as our acknowledgement of the Incident with an update on the progress. A resolution is defined as identifying and advising the Customer User of the steps to resolve or supplying the next release. If no response is received from the Customer after three attempts to contact the Customer the Incident will be marked as resolved. If you are unhappy with the service provided the following escalation procedure should be followed: Contact via our switchboard on 0208 391 9000

Priority Definitions. Priority 1 Critical All or significant functionality unavailable, causing a significant operational impact. Priority 2 High Significant functionality unavailable, but interim workaround is available. Priority 3 Medium Certain aspects of functionality, no operational impact but inconvenient. Priority 4 Low Requests for Information or Incidents on test system. The Service Levels start when the Incident is moved to the Open state. If your Incident is urgent please call the Service Desk on 0208 391 4646. The Support mail box mailbox will be checked every 2 hours during Telephone Support Business Hours as a minimum. All Incidents received into the mail box mailbox will be logged within 1 hour from checking. NB All urgent Incidents to be logged by phoning the Service Desk on 0208 391 4646, see above. A response is defined as our acknowledgement of the Incident with an update on the progress. A resolution is defined as identifying and advising the Customer User of the steps to resolve or supplying the next release. If no response is received from the Customer after three attempts to contact the Customer customer the Incident will be marked as resolved. If you are unhappy with the service provided the following escalation procedure should be followed: Contact via our switchboard on 0208 391 9000