Common use of Incident Classification Matrix Clause in Contracts

Incident Classification Matrix. 7.4.1. The Incident classification matrix set out below outlines the description, resolution and scheduled updates frequencies for the associated Incident priorities. Priority Description Target Resolution OUTSOURCE TELECOM Response Time High Total loss of Service resulting from a single event. User has total loss of Service / product or degraded beyond usable limits. Degraded Service. E.g. Errors, packet loss to router interface, Inability to transmit/receive where Business operations are severely impacted. 4 hours (Fibre) 5 Hours (GEA) 7 Hours (EoFTTC) 7 Hours (EFM) 1 hour followed by updates were reasonably possible Medium Partial loss of Service or degradation of Service, resulting from one event. Partial loss where Service is intermittent or slow throughput. Dribbling errors; packet loss less than 25%; slow throughput; 24 hours 6 hours Low Service Enhancement* that requires a change to the existing Service and/or THE CARRIER Network components that will facilitate Service. (*Service Enhancements exclude speed upgrades which are considered on a case-by-case basis and the team at OUTSOURCE TELECOM shall endeavour in conjunction with the carrier to resolve within 5 Business Days) Service requests or changes etc 3 Business Days -

Incident Classification Matrix. 7.4.1. The Incident classification matrix set out below outlines the description, resolution and scheduled updates frequencies for the associated Incident priorities. Priority Description Target Resolution OUTSOURCE TELECOM ES SYSTEMS LTD Response Time High Total loss of Service resulting from a single event. User has total loss of Service / product or degraded beyond usable limits. Degraded Service. E.g. Errors, packet loss to router interface, Inability to transmit/receive where Business operations are severely impacted. 4 hours (Fibre) 5 Hours (GEA) 7 Hours (EoFTTC) 7 Hours (EFM) 1 hour followed by updates were reasonably possible each hour Medium Partial loss of Service or degradation of Service, resulting from one event. Partial loss where Service is intermittent or slow throughput. 24 hours 6 hours Dribbling errors; packet loss less than 25%; slow throughput; 24 hours 6 hours Low Service Enhancement* that requires a change to the existing Service and/or THE CARRIER ES SYSTEMS LTD Network components that will facilitate Service. (*Service Enhancements exclude speed upgrades which are considered on a case-by-case basis and the team at OUTSOURCE TELECOM ES SYSTEMS LTD shall endeavour in conjunction with the carrier to resolve within 5 Business Days) Service requests or changes etc 3 Business Days -