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If a problem/bug is confirmed by our Development team, the case will then be assigned a priority for resolution;
Priority | Description / Example | Initial Response | Tactical fix 24 | Full Fix |
|---|---|---|---|---|
P1 | A complete business down situation or single critical system down with high financial impact. The client is unable to operate. | 12 hours | 24 hours | Next available release |
P2 | A major component of the clients’ ability to operate is affected. Some aspects of the business can continue but its a major problem. | 24 hours | 5 business days | Next available release |
P3 | The clients’ core business is unaffected but the issue is affecting efficient operation by one or more people. | End of next business day | 1 month | 2 months |
P4 | The issue is an inconvenience or annoying but there are clear workarounds or alternates. | 2 business days | 4 months | 4 months |
P5 | The issue is a background or planned task and will be addressed when time permits or on the planned date. | 2 business days | 6 months | 6 months |
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