Appendix E to the SOW Priority Levels

The Service Levels for Incident Time to Resolve, Incident Time to Respond and Perform RCA vary according to Incident Priority Level and are set forth in the table below. Priorities of tickets can be changed. If a ticket opened as P2 turns out to be a major issue, please change the ticket to P1 immediately.

Category of Incidents / Problems Priority Level 1

Applies to

Time to Respond 3 hours

Time to Resolve

Perform RCA (Incidents Only, Priority 1&2 only) 10 Business Days or Agreed to Date based on prioritization

Priority Level 2

15 minutes All production down issues. Incident that has caused a complete and immediate work stoppage affecting a primary business process or a broad group of End Users, such as an entire department, floor, branch, line of business, or external customer, and for which no work-around available. Examples major application problems, severe problems during critical periods (e.g., month-end processing), and security violations (e.g., denial of service, widespread virus, etc.). 30 minutes Shall mean an Incident that affects a business process in such a way that business functions are severely degraded, multiple End Users are impacted or a key customer is affected. A work-around may be available; however the workaround is not easily sustainable. Examples: issues affecting critical process and/or critical users.

6 hours

10 Business Days (only for Priority 2 Incidents with significant impact as directed by Customer) or Agreed to Date based on prioritization

Appendix E to the SOW Priority Levels

Category of Incidents / Problems Priority Level 3 Applies to Time to Respond 60 minutes Time to Resolve 3 Business Days (e. g. Ticket created Friday @ noon not due until Wednesday @ Noon) or Agreed to Date. Priority 3 tickets cannot be downgraded to Priority 4 to prevent SLA miss. All Agreed to Date approvals need to be documented in the ticket before the SLA miss, not after the fact. A 5% maximum of Priority 3 tickets may be assigned an Agreed to Date. Agreed to Date for any Priority 3 ticket cannot exceed 40 days beyond ticket create date. 10 Business Days or Agreed to Date. Agreed to Date for any Priority 4 ticket cannot exceed 100 days beyond ticket create date. Perform RCA (Incidents Only, Priority 1&2 only) N/A

Shall mean an Incident that affects a business process in such a way that certain functions are unavailable to small number of End Users or a system or service component is degraded. A work-around may be available.

Priority Level 4

Priority Level 5

Shall mean an Incident that has little impact on normal business processes and can be handled on a scheduled basis. A workaround is available. Used for requests for information, How tos, etc. Shall mean an Incident that is requesting a Service, including enhancements

1 Business Day

N/A

1 Business Day

10 Business Days or Agreed to Date. Agreed to Date for any Priority 5 ticket cannot exceed 100 days beyond ticket create date.

N/A