Case Priority P3. When you have a condition in a development or production system that does not prohibit progress, for which there is no work-around, the Technical Support Centre, prioritises your case as P3. A 'work-around' is a known solution to resolve the condition. This priority--allows us to devote resources to identifying a work-around. Our goal is to have contacted you to begin problem resolution within four hours after we have received a minimal test case. P3 cases without resolution or work-around within 1 week of receiving a test case are escalated to a Senior Engineer and management.
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Sources: Software License Agreement (Intershop Communications Aktiengesellschaft), Software License Agreement (Intershop Communications Aktiengesellschaft)