Target Resolution Levels Sample Clauses

Target Resolution Levels. The below identifies the priority codes, target response times, and target resolution times forincident resolution: • “Target Response Time” – In support of services outlined in the Agreement, Mercatus will respond to service-related incidents and/or requests submitted by the customer within the following timeframes: o 0-8 hours for issues classified as CRITICAL priority. o Within 24 hours for issues classified as HIGH priority. o Within 48 hours for issues classified as MEDIUM priority. o At Mercatus' discretion / best efforts for issues classified as LOW priority. o Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request. • “Target Resolution Times” - shall be broken up into 2 categories: o “Time to First Fix or Workaround” – this category is designed to establish a way for Mercatus to support Customer to get back to normal Platform operation quickly while a more permanent resolution is being worked on. Such delivery will be provided with support documentation.
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