Service Level Agreements ("SLAs")

Priority Level

Response Time

Updates on Progress

Restoration Time

Resolution Time

Outage Affecting All Users - Priority 1

Within 15 minutes.

Updates on progress every 60 minutes

Fix or agree a work around solution ASAP but in any event within 2 hours of the initial Call.

24 hours from the initial Call made to register the Incident and agree an action plan.
Timelines set-out in an agreed action plan become the ongoing measure of Supplier’s achievement of Resolution

Deliverability Affecting A Subset Of Users - Priority 2

Normal business hours - within 6 hours

Outside normal business hours - next business day

Normal business hours are: Monday-Saturday from 7a-5p MST. Closed on Sundays and these US Federal observed and company holidays:

Updates on progress every 12 Hours until Resolution.

Fix or agree a work round ASAP but in any event within 24 hours of the initial Call.

40 days from initial Call made to register Incident.

Product Not Working As Expected - Priority 3 / Product Question - Priority 4

Normal business hours - within 24 hours

Outside normal business hours - next business day

(Normal business hours are: Monday-Saturday from 7a-5p MST. Closed on Sundays and these US Federal observed and company holidays:

Updates on progress every 1 Business Days until Resolution.

Fix or agree a work around ASAP but in any event within 7 Business Days of the initial Call.

90 days from initial Call made to register the Incident.