Priority 1

·      Service Not Available (all functions unavailable)

Time to First Response

·      Within 30 minutes

Time to Resolution

·      As soon as reasonable possible based on commercially reasonable efforts

Priority 2

·      Significant degradation of service (large number of users or critical functions affected)

Time to First Response

·      Within 1 hour

Time to Resolution

·      As soon as reasonable possible based on commercially reasonable efforts

Priority 3

·      Limited degradation of service (limited number of users affected, critical functions can continue to be used)

Time to First Response

·      Within 4 business hours

Time to Resolution

·      Within 8 business hours where the issue does not require publishing code. Within 16 hours wherethe issue requires publishing code.

Priority 4

·      Small degradation of service (individual user affected, non urgent request)

Time to First Response

·      Within 8 business hours

Time to Resolution

·      Within 24 business hours where the issue does not require publishing code. Within 40 hours where the issue requires publishing code.

Priority 5

·  Minor bugs, nuisances and cosmetic issues (work can proceed with workaround methods or affected work can be deferred)

Time to First Response

·      Within 24 business hours

Time to Resolution

·      Within 80 business hours

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