that services cannot be full or efficient business reasonably used use of the services Interim status update Every 15 mins 15 mins then every 30 On request timeframe mins If incident is not Escalate according to Escalate according to Escalate according to resolved within the agreed processes agreed processes agreed processes required timeframe If incident is not Escalate according to Reclassify incident as Reclassify incident as resolved within two agreed processes Severity 1 Severity 2 times the required timeframe
that services cannot be reasonably used full or efficient business use of the services Interim status update timeframe Every 15 mins 15 mins then every 30 mins On request If incident is not resolved within the required timeframe Escalate according to agreed processes Escalate according to agreed processes Escalate according to agreed processes If incident is not resolved within two times the required timeframe Escalate according to agreed processes Reclassify incident as Severity 1 Reclassify incident as Severity 2