Service Management Fault Categories. The priority of any problem shall be determined solely by the impact of the problem upon Digital Subscribers. Priority will not be granted to any particular situation, person, software or hardware and the categorisation of the fault shall be dependant only upon the impact the problem is having, or will have on the Channels in terms of Digital Subscriber satisfaction. TWM's problem criteria are listed below with internal targets for resolution once the problem is notified by TWM to Z4P. -------------------------------------------------------------------------------------------------- Priority 1 Loss of Critical Service impacting more than 10,000 Target Consumer, Business or Internal Customers and or any breach Resolution Time: (or suspected Breach) of Security. 4 Hours Loss of Critical Service affecting more than 1,000 but up to 10,000 Consumer, Business or Internal Customers. Major Site / Service unavailable OFTEL / Legal Requirement 1 of top 100 Customers / VIP Customers Content Removal Priority 2 Loss of service affecting 500 to 1,000 Consumer, Business or Target Internal Customers Resolution Time: Severe Loss of Service, Customers are severely impacted by 8 Hours fault Partial Loss of building or service -------------------------------------------------------------------------------------------------- For the avoidance of doubt, the parties will make reasonable endeavours to resolve individual problems as categorised in the above internal target times shown, but are unable to give any guarantee or commitment that such time scales can be met.
