Incidents impacting on the NDIA IT System will be managed by the Commonwealth in accordance with the Commonwealth's standard Incident Management processes. The Commonwealth will, from time to time, make available to the Partner information about its standard Incident Management processes, including the arrangements for prioritisation of incidents. The Commonwealth will aim to resolve incidents in accordance with the following resolution targets detailed in Table 1. Table 1: Incident Resolution Targets Support Request Resolution Targets Priority 1 80% of incidents resolved within 4 hours Priority 2 80% of incidents resolved within 1 business day Priority 3 90% of incidents resolved within 5 business days Priority 4 95% of incidents resolved within 20 business days Service Request Resolution Targets Priority 1 80% of incidents resolved within 1 business day Priority 2 80% of incidents resolved within 2 business days Priority 3 90% of incidents resolved within 5 business days Priority 4 95% of incidents resolved within 20 business days
Incidents impacting on the NDIA IT System will be managed by the Commonwealth in accordance with the Commonwealth's standard Incident Management processes. The Commonwealth will, from time to time, make available to the Partner information about its standard Incident Management processes, including the arrangements for prioritisation of incidents. The Commonwealth will aim to resolve incidents in accordance with the following resolution targets detailed in Table 1. Table 1: Incident Resolution Targets Support Request Resolution Targets Priority 1 80% of incidents resolved within 4 hours Priority 2 80% of incidents resolved within 1 business day Priority 3 90% of incidents resolved within 5 business days Priority 4 95% of incidents resolved within 20 business days Service Request Resolution Targets Priority 1 80% of incidents resolved within 1 business day Priority 2 80% of incidents resolved within 2 business days Priority 3 90% of incidents resolved within 5 business days Priority 4 95% of incidents resolved within 20 business days
ndia_-_sor_for_ndis_partners_in_the_community_program.docx