Service Level Support
“Severity Level” means one of the four categories listed below which describes the seriousness of a defect:
| Priority Matrix | Description & Examples | Response (Acknowledgment) Time |
Resolution Time |
|---|---|---|---|
| P0 – Critical | Priority 0 (P0) or CRITICAL DEFECT means all or a critical part of the Services is unusable, causing immediate and significant business impact.
Examples of Critical Defects include but are not limited to: |
Less than two (2) business hours. | Twenty four (24) business hours |
| P1 – Very High | Priority 1 (P1) or MAJOR DEFECT means a significant, but not immediately critical, part of the Services is unusable, creating some business impact.
Problems include but are not limited to: |
Less than four (4) business hours. | Twenty four (24) business hours |
| P2 – High | Priority 2 (P2) or MINOR DEFECT means disruption of a single element of the Services that does not affect the use of the Services and has minimal impact upon business operations. It is a localized or isolated operational nuisance that includes incorrect operation of minor functionality.
Examples of Minor Defects include but are not limited to: |
Less than twenty four (24) business hours (1-business day). | Ten (10) business days |
| P3 – Normal | Priority 3 (P3) or NO IMPACT (Non-Service Affecting Defect) means non-urgent or cosmetic problem, causing inconvenience only. A workaround is available and any defects will be corrected in the next future release.
Examples of Non-Service Affecting Defects include but are not limited to: |
Less than seventy two (72) business hours (3-business days) | Thirty (30) business days |
NOTE: For clarity, Bell Media may re-classify the priority level of an issue to correct a misclassified priority level (e.g., misclassification resulting from the incorrect use of the application and/or a training issue).
