Common use of Restoration of Service Time Clause in Contracts

Restoration of Service Time. 1. Restoration of Service Time is the period of time beginning when the Company knew or should have known about a Service outage or degradation and ending with the response of the Company. 2. When Authority reports an Incident to Company, Company will assign to the Incident one of the below priority levels as determined by Authority. 3. Authority shall provide Company with data dumps, as requested, and with sufficient support and test time on Authority system to duplicate the Incident, certify that the Incident is within the system, and certify that the Incident has been corrected. 4. Restoration of Service Time based on priority level for the Incident as set by Authority is outlined in the following Incident and Prioritization Matrix and Response and Resolution Matrix: 1 – Major Incidents/Organization wide/Business Critical/Financial/Multiple Lanes/Life Safety/Airport Customer Processing/ Airport Reputation/Security 2 – Multiple Airport Customers or Authority end users including Authority Authorized Representatives 3 – Multiple Authority end users including Authority Authorized Representatives 4 – Authority end users including Authority Authorized Representatives and Request 1 – Work Blocked P1 – Major Incident P1 – Major Incident P2 - High P3 - Medium