1 PSN Services Service Descriptions - Government Procurement ...

The following KPIs will apply for incident management of the hardware, service & remote
management hardware and DC LAN switching hardware:
Priority
Level
P1
-or-
Critical
P2
873
-or-
Major
Definition
Serious business impact affecting
production systems and cash flow is
affected.
Example: complete system
failure, network down, total or major loss of
functionality, one or more server outage,
major business affecting problem where
production is severely affected (for instance;
loss of site, line or equipment).
Significant business impact on
production or cash flow is affected.
Example: Extremely slow system
performance, an element of functionality is
down or has a bug. Partial outage - Severe
limitation to customer operations caused by
Target
Diagnostic
Time
1 hour
(24 x 7)
2 hours
(24 x 7)
Customer
updates
Every 30
minutes or on
status change
Every 30
minutes or on
status change