Incident Priority

Urgency

Initial Response Time

Description

1

Critical

1 hour*

System Down/Service Unavailable condition severely impacting Production environment involving:

• Service outage or failure severely impacting Customer’s business operations.
• Widespread unavailability of business-critical features/functions of the Service causing major disruption of the Customer’s ongoing business operations.
• There is serious performance degradation that significantly impacts a large group of Customer’s end users.
• Unscheduled Service downtime resulting from an emergency change request which needs to be applied to the system.
• An issue for which there is no immediate workaround available.

2

High

2 business hours

A high impact business condition where:

• Service is available but its functionality is significantly restricted thereby
• causing disruption to Customer’s normal business operations.
• The Service’s Available Functionality is not working, thereby negatively
• impacting Customer’s business productivity.
• There is no workaround available for the issue.

3

Medium

4 business hours

Service is available and Available Functionality is generally usable, however, Service has an issue causing minor operational challenge(s). Issues may be isolated to specific end-users and may have little impact on the availability/functionality of the Service.

4

Low

8 business hours

A minor defect that has no impact on the Service, or a general inquiry on the functionality of the Service including how-to/informational queries.

Support business hours are 24 hours a day Monday through Friday

* Intelligent Service Management and Luma Priority 1 Incident must be raised by telephone.