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Issue Classification | Definition | Available from 09:00 to 17:00 AEST | Standard | Premium |
|---|---|---|---|---|
P1 - CriticalHIGHEST | The Software is inoperable or a core function of the Software is unavailable | Response time-> | 1 Business day | 2 hours |
Target resolution time-> | 2 Business days | 1 Business day | ||
P2 - SeriousHIGH | A core function of the Software is significantly impaired | Response time-> | 2 Business days | 4 hours |
Target resolution time-> | One week | 3 Business days | ||
P3 - ModerateMEDIUM | A core function of the Software is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Software is significantly impaired | Response time-> | 3 Business day | 1 Business Day |
Target resolution time-> | As available | As available | ||
P4 - MinorLOW | Any impairment of the Software not falling into the above categories; and any cosmetic issue affecting the Software | Response time-> | 5 Business days | 5 Business days |
Target resolution time-> | As available | As available |
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