Priority Level Classification of Priority Level Validation and response time
Validation and response times for Platform Bugs (In Business Hours)
- P1 A critical Platform Bug. A core journey is broken (e.g a key search function) or anything that is likely to be revenue or traffic affecting for the Client. 0.5 working days
- P2 A major Platform Bug. An issue that is having some impact on live service/operations of the Platform Site(s). An issue that affects the ability to effectively use the Platform Site(s) and no work around exists. 1 working day
- P3 A minor Platform Bug. An issue that relates to the functionality of the Platform Site(s) but core functionality is still usable and/or a workaround exists. 2 working days
- P4 A trivial Platform Bug. No impact on live service/operations e.g formatting, alignment, minor visual discrepancy. 5 working days
Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
P2-P4 Issues
Telephone support: 8:30 A.M. to 5:30 P.M. Monday – Friday
Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
Email support: Monitored 8:00 A.M. to 5:30 P.M. Monday – Friday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
P1 Issues
Telephone support: 6:00 A.M. to 11:00 P.M. Monday – Friday
Calls received out of office hours should be made to support contact mobile number and best efforts will be made to answer / action the call, however there will be a backup answer phone service that will be actively monitored.
Email support: Monitored 6:00 A.M. to 11:00 P.M. Monday – Friday
Emails received outside of office hours will be monitored and actioned within the above timeframe.
