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 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 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; Low Service Enhancement* that requires a change to the existing Service and/or 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 ES SYSTEMS LTD shall endeavour to resolve within 5 Business Days) Service requests or changes etc 3 Business Days - 7.4.2. The Client understands and accepts that it may be necessary to extend the timescales in the Incident classification matrix above due to the complexity of the Incident or where ES SYSTEMS LTD is dependent on a third party for resolution of the Incident. In such circumstances, ES SYSTEMS LTD shall use reasonable endeavours to eliminate or reduce the impact of the Incident on the Service by provision of a workaround, with permanent correction to follow.