addressed by the technical department. Resolution Time refers to the period of time required for Supplier to restore normal services to Customer. FAULT CLASSIFICATION AND SERVICE LEVELS: All faults will be reasonably assigned a fault classification to the best endeavours of the supplier as set out below. Severity 1 Critical/Emergency – (Serious) Definition: Complete failure of the system to • function Processing is not possible, resulting in • significant business impact Loss of significant system • functionality Corruption of software data-bases • which require service affecting corrective actions Loss of access for maintenance or • recovery actions Response Time: 30 minutes Resolution Time: 4 hours Supplier will Report Requirements: provide Customer with hourly updates on the progress of fault resolution until the fault is resolved. The Supplier will also provide an Incident Report (“IR”) within 24 hours of the fault resolution. Severity 2 Major (Inconvenient) – Definition: Partial restriction in system • functionality Processing is possible with some • business impact Short outages whose duration • accumulates to greater than 10 minutes in any 24 hour period or that continue to repeat over longer periods Significant degradation of access for • maintenance or recovery operations Response Time: 60 minutes Resolution time 8 hours Report Requirements: The Supplier will provide Customer with updates every 2 hours on the progress of fault resolution until the fault is resolved. The Supplier will also provide an IR within 48 hours of the fault resolution. Severity 3 Minor Definition: – Other faults within the system which do not meet the criteria defined for Critical/Emergency or Major faults. Reporting problem will fall under this
addressed by the technical department. Resolution Time refers to the period of time required for Supplier to restore normal services to Customer. FAULT CLASSIFICATION AND SERVICE LEVELS: All faults will be reasonably assigned a fault classification to the best endeavours of the supplier as set out below. Severity 1 – Critical/Emergency (Serious) Definition: • Complete failure of the system to function • Processing is not possible, resulting in significant business impact • Loss of significant system functionality • Corruption of software data-bases which require service affecting corrective actions • Loss of access for maintenance or recovery actions Response Time: 30 minutes Resolution Time: 4 hours Report Requirements: Supplier will provide Customer with hourly updates on the progress of fault resolution until the fault is resolved. The Supplier will also provide an Incident Report (“IR”) within 24 hours of the fault resolution. Severity 2 – Major (Inconvenient) Definition: • Partial restriction in system functionality • Processing is possible with some business impact • Short outages whose duration accumulates to greater than 10 minutes in any 24 hour period or that continue to repeat over longer periods • Significant degradation of access for maintenance or recovery operations Response Time: 60 minutes Resolution time 8 hours Report Requirements: The Supplier will provide Customer with updates every 2 hours on the progress of fault resolution until the fault is resolved. The Supplier will also provide an IR within 48 hours of the fault resolution. Severity 3 – Minor Definition: Other faults within the system which do not meet the criteria defined for Critical/Emergency or Major faults. Reporting problem will fall under this
swiftqueue_clinic_appointment_platform_v1.0.docx