Priority 1 – Outage Affecting All Users

• Response Time: Within 15 minutes.
• Updates on Progress: Every 60 minutes.
• Restoration Time: Fix or agree a work around solution ASAP but in any event within 2 hours of the initial Call.
• Resolution Time: 24 hours from the initial Call made to register the Incident and agree an action plan. Timelines set-out in an agreed action plan become the ongoing measure of Supplier’s achievement of Resolution.

Priority 2 – Deliverability Affecting A Subset Of Users

• Response Time: Normal business hours - within 6 hours. Outside normal business hours - next business day.
• Updates on Progress: Every 12 hours until Resolution.
• Restoration Time: Fix or agree a work round ASAP but in any event within 24 hours of the initial Call.
• Resolution Time: 40 days from initial Call made to register Incident.

Priority 3 – Product Not Working As Expected / Priority 4 – Product Question

• Response Time: Normal business hours - within 24 hours. Outside normal business hours - next business day.
• Updates on Progress: Every 1 Business Day until Resolution.
• Restoration Time: Fix or agree a work around ASAP but in any event within 7 Business Days of the initial Call.
• Resolution Time: 90 days from initial Call made to register the Incident.

Normal business hours

Monday-Saturday from 7a-5p MST. Closed on Sundays and these US Federal observed and company holidays:

• Day before New Year’s Day
• New Year’s Day
• Birthday of Martin Luther King, Jr.
• Washington’s Birthday
• Memorial Day
• Independence Day
• Labor Day
• Day before or after Thanksgiving Day
• Thanksgiving Day
• Day before after Christmas Day
• Christmas Day