Common use of Case Priority P2 ----- ---------------- Clause in Contracts

Case Priority P2 ----- ----------------. When you have a condition in a development system that stops work, the Technical Support Centre prioritises your case as P2. 'Stops work' means that further development work has halted and cannot continue. This priority allows us to immediately direct your case to the Engineer with the correct expertise. When the appropriate Engineer is not immediately available, our goal is to have contacted you to begin problem resolution within two hours after we have received a minimal test case. Persistence Software License, Services, and Support Agreement CONFIDENTIAL -------------------------------------------------------------------------------- P2 cases without resolution or work-around within two days of receiving a test case are escalated to a Senior Engineer and management. Note: During P1 and P2 problem resolution there will be ongoing communication providing status and information exchange to facilitate resolution of the problem.