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:
• Platform unavailable for all users
• Unable to generate any proposals

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:
• Critical modules within the platform not loading (i.e. pricing, unable to generate any posts, etc.)

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:
• Data is missing or incorrect in a single proposal Strategic target is not populated
• Email is not generated or generated in error

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:
• Small data inconsistencies
• Cosmetic / UI issues
• Questions on how to use the tool / interpret data

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).

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