Response Times

Incident Priority1 Response Time2 Target Resolution Time3
P1 30 minutes 1 hour
P2 1 hour 3 hours
P3 3 hours 1 Working Day
P4 1 Normal Working Day 1 week
P5 3 Normal Working Days 1 month

1 Please refer to the table below for definitions of incident priority.

2 Guaranteed Minimum Response time is defined as the period of time for the on-call administrator to receive communication regarding the problem and independently begin diagnosis.

3 Target Resolution Time is defined as the time it takes to either resolve or reduce the severity of any incident by one priority level.

Should Squiz breach any of the response time guarantees given above, you are entitled to one Service Credit (i.e. credit to the value of 1 hour of Support Service) per breach.

Incident Severity Priority

When you report an incident to the Help Desk, the incident is assigned a severity, indicating the degree to which the incident affects the software. The severity is determined jointly by you and Squiz, on the following basis:

Severity Number Severity Name Description
1 Critical A total software failure preventing system operation - no work around available.
2 High A software fault preventing the operation of a complete component of the system that renders the component un-useable.
3 Moderate A software fault preventing the operation of functionality.
4 Low A software fault with some impact to a function.
5 Cosmetic A software fault with no impact on the function.

Incident Impact Priority

When you report an incident to the Help Desk, the incident is also assigned an impact number, indicating the degree to which the incident affects the business and its impact to daily operations. The impact is to be determined jointly by you and Squiz on the following basis:

Impact Number Impact Name Description
1 Urgent Impact of the incident is critical to core business operations. No manual work-around available.
2 Very High Impact of the incident is considered critical to the business. No manual work around is available.
3 High Impact of the incident is considered moderate to the business. Manual work-around available.
4 Medium Impact of the incident is considered low to the business. Manual work-around available.
5 Low Impact of the incident is considered minimal to the business.

Priority Rating

The priority of an incident is then determined by the severity and impact assigned to an incident as follows:

Impact
1 2 3 4 5
Severity 1 P1 P2 P3 P4 P4
2 P2 P3 P4 P4 P4
3 P3 P4 P4 P4 P5
4 P4 P4 P4 P5 P5
5 P4 P4 P5 P5 P5

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