All Faults will be assigned a priority by the Licensee or their Authorized Employees in accordance with the guidelines set out below:
| P1-Critical/Urgent |
All or a substantial portion of the customers mission critical production service is down, unavailable, or severely degraded and no workaround is immediately available and this has been caused by the licensed software - Affects all users or all users of a specific critical role (e.g. approvers) - Business operations have been severely disrupted - P1-Critical support requires dedicated customer resources available to work on the issue on an ongoing 24x7 basis |
| P2-High |
A fault where major functionality of the customers mission critical production service or the licensed software is significantly impaired - Operations can continue in a restricted fashion, although long-term productivity might be adversely affected - A major Production milestone is at risk. Ongoing and incremental installations are affected |
| P3-Normal |
Partial, non-critical loss of functionality of the licensed software - Initial installation milestones are at minimal risk |
| P4-Low | Questions on the general usage, cosmetic issues or license key updates for the licensed software |
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