Description Response Time Resolution. P1 An incident that results in a total cessation of service across the Customer [2] hours [24] hours P2 An incident that results in a partial cessation or disruption of service, administrative access issues, or loss of other essential business functions. [4] hours [2] business days P3 Disruption of service for of non-essential functionality, service questions, and administrative requests such as account creation, deletion, and changes [2] business days [5] business days *Note: At times, it may be necessary to contact a vendor for assistance, thereby lengthening response times. Requests to move, add, or change service shall be handled as follows:
Appears in 2 contracts
Sources: Service Agreement, Service Agreement