SLA Priority Descriptions Sample Clauses

SLA Priority Descriptions. The following section describes the various priorities in further detail. The priority of the Incident will be determined based on the descriptions below and will either be set by the Customer when reporting the Incident or (where not set by Customer) shall be determined by Mission Labs. The priority is set and managed in Jira Service Desk. Category: Priority 1 (Urgent) - Major Service Loss ('P1') • Service Affected: One of more of the services within ML Service is “down” and/or inaccessible, or critical functionality is inaccessible or cannot be used, meaning the Customer's business operation is severely impacted. For example, all staff are unable to receive incoming phone calls. Category: Priority 2 (High) - Major Service Affecting ('P2') • Service Affected: Operation of one or more of the services within the ML Service is majorly degraded, or major components of the Service are not operational, meaning the Customer Business operations is unable to operate a full capacity. Category: Priority 3 (Medium) - Minor Service Affecting ('P3') • Service Affected: Certain non-essential features of the service are impaired while most major components of the service remain functional. For example, plugins/integrations are not functioning as expected. Category: Priority 4 (Low) - Not Service Affecting ('P4') • Service Affected: Errors that are non-disabling or cosmetic and clearly have little or no impact on the normal operation of the services.
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