Priority Level Description Use For Sample Clauses

Priority Level Description Use For. P1 Critical importance Time urgent Total outage, or a critical system failure in the Software (in its live production environment) resulting in most In the absence of any written SLA, the Licensor shall perform their best efforts to respond to valid P1 Support Requests within 2 hours of being logged, with a target resolution of 8 hours. Response and resolution times must consider Business Hours and do not constitute a service level guarantee. or all users being unable to perform their work. No work around exists. P2 High importance Time sensitive In the absence of any written SLA, the Licensor shall perform their best efforts to respond to valid P2 Support Requests within 8 hours of being logged, with a target resolution of 24 hours. Response and resolution times must consider Business Hours and do not constitute a service level guarantee. Software bugs, defects, errors, slow performance or a partial outage of the Software (in its live production environment) resulting in a small number of overall users being unable to perform their work. A work around may exist. P3 Medium importance Non-urgent All non-urgent items must be logged with this Priority Level. This includes software bugs, defects, errors, or performance issues which have a minor impact to Software’s operation. All requests for upgrades, new enhancements, understanding or consulting activities fall into this Priority Level. P4 Low importance Non-urgent (the default option) Anything that doesn't fit into the other priorities or anything related to a non-production environment.