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Incident Management
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Priority Response Time Resolution Time
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1 15 mins 4 Hours
2 1 hour Next Business Day
3 4 hours 3 Business Days
4 Next business day 6 Business days
System Availability (Call Centre and PBX) 99.8%
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Change Management
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Priority Response Time Resolution Time
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1 30 mins 1 hour
2 4 hours 8 hours
3 8 hours 7 business days
4 Next Business day TBD
The submission date is 5 Calendar days every month.
Priority 1
Impacting an entire site, multiple sites, or business units. Problem result in a major financial impact to HPD, HPD Customer deadlines or HPD agreement.
Response time: 15 min
Resolution time goal: 4 hours
Priority 2
Impacting an entire work group, department, or more than one department. Problem causes production slowdown and End-user has unacceptable workaround solution.
Response time: 1 hour
Resolution time goal: 8 hours
Priority 3
Impacting only one person or system, End-user is down with a difficult work around solution.
Response time: 4 hours
Resolution time goal: 2 days
Priority 4
Request for new service or modification to existing service, scheduled installs, moves, adds, and changes or impact to one person, End-user has a work around solution.
Response time: next day
Resolution time goal: 3 days
Incident Management
===================
==================================================
Priority Response Time Resolution Time
==================================================
1 15 mins 4 Hours
2 1 hour Next Business Day
3 4 hours 3 Business Days
4 Next business day 6 Business days
System Availability (Call Centre and PBX) 99.8%
===================
Change Management
===================
===================================================
Priority Response Time Resolution Time
===================================================
1 30 mins 1 hour
2 4 hours 8 hours
3 8 hours 7 business days
4 Next Business day TBD
The submission date is 5 Calendar days every month.
Priority 1
Impacting an entire site, multiple sites, or business units. Problem result in a major financial impact to HPD, HPD Customer deadlines or HPD agreement.
Response time: 15 min
Resolution time goal: 4 hours
Priority 2
Impacting an entire work group, department, or more than one department. Problem causes production slowdown and End-user has unacceptable workaround solution.
Response time: 1 hour
Resolution time goal: 8 hours
Priority 3
Impacting only one person or system, End-user is down with a difficult work around solution.
Response time: 4 hours
Resolution time goal: 2 days
Priority 4
Request for new service or modification to existing service, scheduled installs, moves, adds, and changes or impact to one person, End-user has a work around solution.
Response time: next day
Resolution time goal: 3 days
