Common use of Priority Allocation Clause in Contracts

Priority Allocation. The priority given to an incident is determined by a combination of its impact (on the business, department or individual), and urgency. The following definitions are used to establish priority: Impact Definition High • A Key Service* has failed or is degraded affecting all users • A service is at risk owing to a threat or potential event (e.g. critical footage upload failure) • Significant risk may result from the incident Medium • A Key Service* has failed or is degraded affecting a single user • A non-key service has failed or is degraded impacting multiple locations or users • Full system unable to playback footage Low • A non-key service has failed or is degraded affecting a single user Urgency Definition High Critical deadline(s) are at risk and no workaround is available to the customer(s) Medium No immediate deadline and no workaround is available to the customer(s) Low No immediate deadline or a workaround is readily available to the customer(s) Priority Allocated Impact High Medium Low Urgency High P1 P2 P3 All Priority 1 and 2 incidents must be reported by telephone initially and then confirmed by email. All other priorities can be reported by telephone or email. If a person believes that their call should receive a higher priority than allocated, they should raise the issue with the Service Desk Manager. Incident Response and Resolution Response and resolution times are listed below according to priority of the incident. It is important to note that these are maximum times rather than standard or normal times and that all incidents will be resolved as quickly as possible. The times relate to the normal service hours of the Service Desk, i.e. from 09.00 – 17.00hrs (UTC +00:00) Monday to Friday on business days. Priority Max Response Time Response Target Max Resolution Time Resolution Target P1 30 minutes 90% 4 hours 90% P2 1 Hour 90% 8 Hours 85% P3 4 Hours 80% End of next working day 75% P4 1 Day 80% 5 Days 75% P5 2 Days 80% 10 Days 75% Priority 1 and Major Incidents Priority 1 Incidents which have a business wide impact are treated as Major Incidents and are handled via the Major Incident Procedure, which includes a communication process to keep customers and senior B-Cam Ltd Managers informed. Priority 2 Incidents can also include where the impact is more contained, such as within a single department. In both cases resolution takes precedence over other activities where there is a requirement for the same resource. Escalation process Conditions The escalation process is invoked when there is a possibility that the service target for a particular incident is likely to be exceeded. Escalation will expedite support activity so that incidents receive the necessary attention. All times are in working hours/days. Priority Max Resolution Service Desk Manager Company Director P1 (Critical) 4 hours Immediate Immediate P2 1 day 75% Elapsed Breach +50% P3 2 days 75% Elapsed Regular Breach Reports P4 5 days 75% Elapsed Regular Breach Reports P5 10 days 75% Elapsed Regular Breach Reports *'Breach' means expiry of maximum resolution time. In addition, customers are advised to contact the B-Cam Ltd Support Desk if they are concerned about a particular incident. If the Support Desk staff are unavailable, customers should contact the Service Desk Manager.

Priority Allocation. ‌ The priority given to an incident is determined by a combination of its impact (on the business, department Department or individual), and urgency. The following definitions below are used to establish the priority: . Impact Definition High • A Key Service* has failed or is degraded affecting all users • or A service is at risk owing to a threat or potential event (e.g. critical footage upload failure) • virus alert, server failure or Significant risk may result from the incident incident, e.g. loss of revenue, reputation or security Medium • A Key Service* has failed or is degraded affecting a single user • or A non-key service has failed or is degraded impacting multiple locations or users • Full system unable to playback footage or A user's desktop has failed Low • A non-key service has failed or is degraded affecting a single user Urgency Definition High Critical deadline(s) are at risk and no workaround is available to the customer(s) Medium No immediate deadline and no workaround is available to the customer(s) Low No immediate deadline or a workaround is readily available to the customer(s) Priority Allocated Impact High Medium Low Urgency High P1 P2 P3 All Priority 1 and 2 incidents must be reported by telephone initially and then confirmed by email. email All other priorities can be reported by telephone or email. If a person believes that their call should receive a higher priority than allocated, allocated they should raise the issue with the Service Desk Manager. Incident Response and Resolution Resolution‌ Response and resolution times are listed below according to priority of the incident. It is important to note that these are maximum times rather than standard or normal times and that all incidents will be resolved as quickly as possible. The times relate to the normal service hours of the Service Desk, i.e. from 09.00 – 17.00hrs (UTC +00:00) 0830 to 1730 Monday to Friday on business days. Priority Max Response Time Response Target Max Resolution Time Resolution Target P1 30 minutes 90% 4 hours 90% P2 1 Hour 90% 8 Hours 85% P3 4 Hours 80% End of next working day 75% P4 1 Day 80% 5 Days 75% P5 2 Days 80% 10 Days 75% Priority 1 and Major Incidents Priority 1 Incidents incidents which have a business wide impact are treated as Major Incidents and are handled via the Major Incident Procedure, which includes a communication process to keep customers and senior B-Cam Ltd Managers Axon managers informed. Priority 2 Incidents can also include 1 incidents where the impact is more contained, such as contained eg within a single departmentDepartment, are also handled specially but only the Departmental IT Representative, Faculty Support and Site Managers are informed. In both cases resolution takes precedence over other activities where there is a requirement for the same resource. Escalation process Conditions The escalation process is invoked when there is a possibility that the service target for a particular incident is likely to be exceeded. Escalation will expedite support activity so that incidents receive the necessary attention. All times are in working hours/days. Priority Max Resolution Service Desk Manager Company Director P1 (Critical) 4 hours Immediate Immediate P2 1 day 75% Elapsed Breach +50% P3 2 days 75% Elapsed Regular Breach Reports P4 5 days 75% Elapsed Regular Breach Reports P5 10 days 75% Elapsed Regular Breach Reports *'Breach' means expiry of maximum resolution time. In addition, customers are advised to contact the B-Cam Ltd Support Desk if they are concerned about a particular incident. If the Support Desk staff are unavailable, customers should contact the Service Desk Manager.