Target Initial Response Times. 2.1 All target initial response times apply to business hours Monday through Friday, 8:00am to 5:00pm Client’s local time. Severity 1 (critical impact incidents) are supported and responded to 24x7x365. 2.2 Reproducible errors that cannot be resolved promptly are escalated for further investigation and analysis. 1 – Critical impact (code red) Severe impact or degradation to the Client’s business operations caused by permanent disruption of Products and the Services. Response target: 30 min. (phone) 2 – High impact Products and the Services are available and operational; moderate impact to the Client’s business operations. Response target: 2 business hour (web) 4 – Low impact Products and the Services are available and operational; no impact to the Client’s business operations or the Client requires information or assistance on the Products and the Services capabilities or configuration. Response Target: 1 business day (web)
Appears in 2 contracts