Priority 1 |
Priority 2 |
Priority 3 |
Priority 4 |
|
---|---|---|---|---|
Incident Type |
Complete Loss of Function
|
Partial Loss of Function
|
Minor Problems with No
|
Minor Incidents |
First Response |
30 Minutes |
30 Minutes |
4 Hours |
24 Hours |
Restoration Goal |
4 Hours |
8 Hours |
5 Business Days |
14 Business Days |
Dev Efforts (Temp Patches/ Firmware changes) |
1 Week (7 Business Days) |
15 Days (Business Days) |
3 Months |
6 Months |
Permanent Fix (Maintenance Release) |
6 Months |
Next Release |
Next Release |
Next Release |
Support Management Escalation |
Within 1 Hour |
Within 2 Hours |
Within 2 Days |
After 7 Business Days |