Service Levels - Incidents
Incident Priority Levels are determined by their Impact and Urgency as set out in the tables below, where Customer defines the Impact and SoftwareOne defines the Urgency. SoftwareOne strives to meet its Response Time objectives using commercially reasonable efforts given the Priority Level defined.
Incidents Impact Definitions
Impact | Description | Detailed description |
Critical | Business critical system is down | An infrastructure service that is essential to the operations of the business (e.g. supports key business functions such as email, finance or Customer service) is unavailable. |
High | Production system down | An infrastructure service that provides a service to the business but is not essential to the daily operations or core functions of the business (e.g. training systems, project management tools and internal content management systems) is unavailable. |
Medium | Production system impaired | A business critical or production system is available but not functioning optimally. It may be experiencing downtime or other problems that limit its ability to provide service to its users. |
Low | System impaired | A non-production system (e.g. a test environment, a training environment or a research application) is available but not functioning optimally. It may be experiencing downtime or other problems that limit its ability to provide service to its users. |
Incidents Urgency Definitions
Urgency | Description | Detailed Description |
Critical | No viable workaround and effected work is time sensitive | An issue is affecting work that is time sensitive and critical to the operations of the business (e.g. processing urgent financial transactions, processing Customer orders) and there is no viable work-around and/or the user is a VIP user. |
High | Workaround available and effected work is time sensitive | An issue is affecting work that is time sensitive and critical to the operations of the business (e.g. processing urgent financial transactions, processing Customer orders) but there is a viable work-around (e.g. a backup system or alternate manual process). |
Medium | No viable workaround and effected work is not time sensitive | An issue is affecting work that is not time sensitive (e.g. data entry, research, test and development) and there is no viable work-around. This type of work does not have an immediate deadline and can be completed within a flexible timeframe. |
Low | Workaround available and effected work is not time sensitive | An issue is affecting work that is not time sensitive (e.g. data entry, research, test and development) and there is a viable work-around (e.g. a backup system or alternate manual process). This type of work does not have an immediate deadline and can be completed within a flexible timeframe. |
Incidents Priorities
Incident priorities will be derived using the following matrix where the Customer specifies the Impact and SoftwareOne specifies the Urgency.
Priority | Impact | ||||
Urgency |
| Critical | High | Medium | Low |
Critical | P1 | P2 | P2 | P3 | |
High | P2 | P2 | P3 | P3 | |
Medium | P2 | P3 | P3 | P4 | |
Low | P3 | P3 | P4 | P4 | |
Incidents Service Levels
The times listed in the table below are objectives for initial Response to Customer and do not indicate the time required to Resolve an Incident.
Priority Level | Description | Response Time (Elapsed minutes/hours) |
P1 | Critical | 15 mins |
P2 | High | 1 hr |
P3 | Medium | 4 hrs |
P4 | Low | 24hrs |