Incident Priorities. The following priority levels apply to all Incidents (such priority to be assigned by Customer, and which may be re-assigned by SAP based on the criteria below and acting reasonably):
Incident Priorities. GTT shall prioritise all Tickets based on its reasonable assessment of the impact a reported Incident has on the Service into one of four Priority Levels: Priority Level 1 (Critical), Priority Level 2 (Major), Priority Level 3 (Minor), or Priority Level 4 (Requests) (each a “Priority Level” or, together, the “Priority Levels”). GTT may downgrade the priority level if the Client does not provide adequate resources or responses to enable GTT to continue with Incident Management. Any Incidents relating to a security Incident which requires post-restoration investigation are considered out of scope for Incident Management Each Priority Level is categorized as follows:
Incident Priorities. Priority Level Definition Priority 2 Customer’s production system or licensed software is inoperable. A major application failure or data integrity issue exits and business processes are halted. There is no workaround available A critical business process is impaired, causing a serious disruption of a major business function. It is causing serious impact on daily functions or processing, and there is no acceptable workaround Priority 3 Non-critical problems occur with the application or the licensed software. The Customer is able to run the software and/or application, and there is an acceptable workaround for the problem.
