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- The help desk, in consultation with the Licensee, will analyse and prioritise all calls using the priority definitions listed below:
- Priority 1 (Self Service Support Portal – High)
A critical fault that requires a fix to allow continued use of the Software. A Priority 1 fault will take precedence over other non-system-critical faults. The problem will be addressed and resolved as quickly as possible in accordance with the Resolution Target Time below.
- Priority 1 (Self Service Support Portal – High)
- Priority 2 (Self Service Support Portal – Medium)
A critical problem for which there is an acceptable but inconvenient workaround. A Priority 2 fault will take precedence over Priority 3 faults and will be addressed when there are no higher priority faults outstanding.
- Priority 2 (Self Service Support Portal – Medium)
- Priority 3 (Self Service Support Portal – Low)
A problem which has little impact on normal operations or with an easy workaround. These will be addressed as and when resources allow.
- Priority 3 (Self Service Support Portal – Low)
Resolution Target Times
- Priority 1 (Self Service Support Portal – High). Fixed within 1 Business Day
- Priority 2 (Self Service Support Portal – Medium). Fixed within 3 Business Days
- Priority 3 (Self Service Support Portal – Low). Fixed within 20 Business Days