Days (85% Days (85% of incidents) of incidents) Incident 1 Business 1 Business day Priority 1 - 4 1 Business Priority 1 - 4 Resolution day Hours (95% Day (95% of of incidents) incidents) Priority 2 - 1 Priority 2 - 1 Bus Bus Day (90% Day (90% of of incidents) incidents) Priority 3 - 2 Priority 3 - 2 Bus Bus Days (90% Days (90% of incidents) of incidents) Priority 4 - 3 Priority 4 - 3 Bus Days Bus Days (85% of (85% of incidents) incidents) Priority 5 - Priority 5 - 15 15 Bus Days Bus Days (85% of (85% of incidents) incidents) SR and 2/ VCE 2/ VCE Product 2/ VCE 5/ VCE Not limited Incident Product Additional per Product Product within scope Limits/month Additional Change Fee Additional Additional Priority 5 - 15 per Change per Change per Change Bus Days Fee Fee Fee (85% of incidents) Support Hours 9 x 5 M-F 9 x 5 24x7 Critical 9 5 24x724x7 – Support 9 5 – Support Support Ticketing Ticketing System Ticketing Ticketing Ticketing Medium System and and Web System, System and System, Web Phone, Web Web Phone, Web Cloud Management Delivery Remote Remote Remote Remote Remote, Model Onsite Option, Hybrid remote/Onsite Option Policies and Standards
Days (85% of incidents) Days (85% of incidents) Incident Resolution 1 Business day 1 Business day Priority 1 - 4 Hours (95% of incidents) 1 Business Day Priority 1 - 4 (95% of incidents) Priority 2 - 1 Bus Day (90% of incidents) Priority 2 - 1 Bus Day (90% of incidents) Priority 3 - 2 Bus Days (90% of incidents) Priority 3 - 2 Bus Days (90% of incidents) Priority 4 - 3 Bus Days (85% of incidents) Priority 4 - 3 Bus Days (85% of incidents) Priority 5 - 15 Bus Days (85% of incidents) Priority 5 - 15 Bus Days (85% of incidents) SR and Incident Limits/month 2/ VCE Product Additional per Change Fee 2/ VCE Product Additional per Change Fee 2/ VCE Product Additional per Change Fee 5/ VCE Product Additional per Change Fee Not limited within scope Priority 5 - 15 Bus Days (85% of incidents) Support Hours 9 x 5 M-F 9 x 5 24x7 Critical Support 9 – 5 24x724x7 9 – 5 Support Support Medium Ticketing System and Web Ticketing System and Web Ticketing System, Phone, Web Ticketing System and Web Ticketing System, Phone, Web Cloud Management Delivery Model Remote Remote Remote Remote Remote, Onsite Option, Hybrid remote/Onsite Option Policies and Standards
cloud-on-premises.docx