Common use of Priority Definitions Clause in Contracts

Priority Definitions. Each support request shall be assigned a priority on receipt by Risk Ledger: • Priority 1: o The issue or failure is causing immediate critical and significant impact on major business functions for the Organisation. There is no possible workaround. • Priority 2: o The issue or failure is causing critical and significant impact on major business functions, but there is a workaround available; or o The issue or failure will imminently cause critical and significant impact on major business functions for the Organisation. There is no possible workaround; or o The issue or failure is causing critical and significant impact on non-core business functions, and there is no possible workaround. • Priority 3: o The issue or failure is causing an impact on non-core business activities for the Organisation, and a workaround is available. • Priority 4: o The issue or failure has limited impact or the impact is minimal and a workaround will be provided within the next calendar month.

Priority Definitions. Each support request shall be assigned a priority on receipt by Risk Ledger: • ● Priority 1: o The issue or failure is causing immediate critical and significant impact on major business functions for the Organisation. There is no possible workaround. • ● Priority 2: o The issue or failure is causing critical and significant impact on major business functions, but there is a workaround available; or o The issue or failure will imminently cause critical and significant impact on major business functions for the Organisation. There is no possible workaround; or o The issue or failure is causing critical and significant impact on non-core business functions, and there is no possible workaround. • ● Priority 3: o The issue or failure is causing an impact on non-core business activities for the Organisation, and a workaround is available. • ● Priority 4: o The issue or failure has limited impact or the impact is minimal and a workaround will be provided within the next calendar month.

Priority Definitions. Each support request shall be assigned a priority on receipt by Risk LedgerNomio: • Priority 1: o • The issue or failure is causing immediate critical and significant impact on major business functions for the OrganisationCustomer. There is no possible workaround. • Priority 2: o • The issue or failure is causing critical and significant impact on major business functions, but there is a workaround available; or o • The issue or failure will imminently cause critical and significant impact on major business functions for the OrganisationCustomer. There is no possible workaround; or o • The issue or failure is causing critical and significant impact on non-core business functions, and there is no possible workaround. • Priority 3: o • The issue or failure is causing an impact on non-core business activities for the OrganisationCustomer, and a workaround is available. • Priority 4: o • The issue or failure has limited impact or the impact is minimal minimal, and a workaround will be provided within the next calendar month.