Introduction
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| Incident Severity Level | Communication Time Commitments | Standard Support Service|||||
|---|---|---|---|---|---|---|
| Response time | Restoration time | Resolution time | ||||
| Critical | 4 hours | 24 hours | 2 weeks | |||
| Major | 8 hours | 48 hours | 3 weeks | |||
| Minor | 8 hours | N/A | Reasonable Effort | |||
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| Incident Severity Level | Communication Time Commitments | Enhanced Support Service|||||
|---|---|---|---|---|---|---|
| Response time | Restoration time | Resolution time | ||||
| Critical | 1 hour | 5 hours | 1 week | |||
| Major | 1 hour | 10 hours | 1 week | |||
| Minor | 8 hours | N/A | Reasonable Effort | |||
Communication Time Commitments
Response Time means the maximum period between the registration of a trouble report with DigitalRoute and contact with Customer by a DigitalRoute support engineer.
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