Common use of RESOLUTION TIMES Clause in Contracts

RESOLUTION TIMES. Dashboard Technology will use to best endeavours to respond to each incident in accordance with its stated category and in accordance with the average response times set out below. Investigation times are dependent on the Hours of operation as agreed in clause 2. iii. Severity Definition Description Initial Response Time Ongoing Response Time Urgent Total service loss - all parts of the Platform are unavailable to all or the majority (more than 50%) of Authorised Users Investigation to commence within one Working Hour of notification. If a work- round is possible, it will be provided within six Working Hours and the incident will be re-classified as High. If software and/or database correction is required, the response will be dependent on the complexity of the correction but a target response time of twelve Working Hours will be established. 2 Hours 4 Hours High Significant service loss - one or more critical parts of the Platform are unavailable to one or more Authorised Users Investigation to commence within one Working Day of notification. If a work-round is possible, it will be provided within two Working Days and the error will be re- classified as Normal. If software and/or database correction is required, the correction will normally be scheduled for the next Maintenance release If, however, this is considered by the Customer to be operationally unacceptable, the Customer may request consideration for escalation to ‘Urgent’. Updates will be provided every 4 working hours. 2 Hours 4 Hours Medium Some service loss - one or more non- critical parts of the Platform are unavailable to one or more Authorised Users Corrected software to be available in a future Major or Maintenance Version. 1 Day Updates to be provided daily until date for release has been advised Low All functionality is available, but new functionality or enhancements / changes to existing functionality are required Corrected software to be available in a future Major or Maintenance Version. 1 Day Updates to be provided weekly until date for release has been advised