High with a certain limit of allocation, set on the priorities.
1. Business critical
In case of a complete loss of service or an important feature that is completely inaccessible and no workability obtainable. Does not include development problems in staging environments.
Time response: Response within one hour after receiving request during business hours (Monday-Friday from 8 am until 5 pm BST time) or next day if received during the non-working hours of 8 am BST
Time for resolution: Resolution as soon as possible with target resolution within one business day in cases of a simple issue or ongoing communication of the ETA for more complicated problems
Priority 2. Degraded service
Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
Time for response: Response within one business day from the received request
Time for resolution: Resolution within three business days. For more complicated issues, ETA will be communicated separately.