Laserfiche WebLink
Appendix A <br />Service Outage Classifications <br />Target <br />Priority <br />Definition <br />Response Time <br />Resolution <br />Time <br />Emergency issue impacting an entire site or customer's business is <br />severely affected. <br />P1 <br />• System Down <br />Immediate <br />1 Hour <br />Loss of Voice Mail <br />(Within 15 Mins ) <br />• Call Processing has ceased <br />*RCA Documented and shared upon request. <br />Urgent issue impacting peripheral application or an escalated service <br />or call quality issue impacting an individual person. <br />P2 <br />• Loss of call capability of 25% or more <br />4 Hours <br />2 <br />• System degradation of 25% or more <br />business days <br />• Less than 25% system outage <br />*RCA documented and shared upon request. <br />Standard issues not impacting the ability to make or receive phone calls. <br />• Intermittent call quality issues <br />1 <br />P3 <br />• Static on lines <br />24 Hours <br />business week <br />* Peripheral Applications - Equipment Malfunctioning <br />• All other issues not covered in P1/2 . <br />PFI SSA Page 4 of 4 Rev. 4.30.2022 <br />