Laserfiche WebLink
REV: 12-06-2022 MI <br />Appendix C <br />Service Outage Classifications <br />Priority Definition Response Time <br />Target <br />Resolution <br />Time <br />P1 <br />Emergency issue impacting an entire site or customer’s business is severely <br />affected. <br />System Down <br />Loss of Voice Mail <br />Call Processing has ceased <br />*RCA Documented and shared upon request. <br />Immediate <br />(Within 15 Mins)1 Hour <br />P2 <br />Urgent issue impacting peripheral application or an escalated service or call <br />quality issue impacting an individual person. <br />Loss of call capability of 25% or more <br />System degradation of 25% or more <br />Less than 25% system outage <br />*RCA documented and shared upon request. <br />4 Hours 2 <br /> business days <br />P3 <br />Standard issues not impacting the ability to make or receive phone calls. <br />Intermittent call quality issues <br />Static on lines <br />Peripheral Applications - Equipment Malfunctioning <br />All other issues not covered in P1/2). <br />24 Hours 1 <br />business week <br />ATTY/AGR.2022.417/Packet Fusion, Inc. (Page 6 of 11)