Severity | Call ack | Production Support Team Response on-Site/Pager Support | Target Resolution | Status Call |
---|---|---|---|---|
Priority 1 | 15 min | 15 min/15 min | 24 hours | Every 2 hrs |
Priority 2 | 15 min | 15 min/60 min | 1 “2 business days | Every 4 hrs |
Major | 15 min | 15 min/Next business day | 5 “10 business days | Every 4 hrs |
Ordinary | 15 min | 1 day/Next business day | Per agreed to plan | Upon closure |
Service Request | 15 min | 1 day/Next business day | 2 “5 business days | Upon closure |
These times are cumulative for incidents that are routed to the help desk.