Priority | Definition | Initial response SLA | Restoral time SLA | Resolution commitment |
---|---|---|---|---|
P1 - critical - level I | Production system is inoperative and business operations critically impacted. Can't work. | Premium 1 hour
Standard 1 bus hour | Premium 8 hours
Standard 2 bus days | Find alternative or other temporary solution to restore operation. Apply permanent fix to next scheduled release. Possible product updates. Customer assigns an authorized contact to partner with Support in resolving the issue. Both parties to be available during standard business hours. |
P2 - high - level II | Production system is adversely affected or is inoperative. Productivity is compromised; able to work but severely limited. | Premium 4 hours
Standard 4 bus hours | Premium 48 hours
Standard 5 bus days | Find alternative or other temporary solution to restore operation. Apply permanent fix to next scheduled release. Possible product updates. Customer assigns an authorized contact to partner with Product Support in resolving the issue. |
P3 - medium - level III | Production or development system has a non-critical problem or defect and/or questions have arisen about product use. Products usable but non-critical features can't function. | 1 business day | N/A | Find alternative or other temporary solution to restore operation. Apply permanent fix to next scheduled release. Possible product updates. |
P4 - low - level IV | Minimal system impact; includes feature requests and other non-critical problems. May also be a new feature request. | 7 business days | N/A | Find alternative or other temporary solution to restore operation. Apply permanent fix to next scheduled release. Possible product updates. Enhancement requests given to Thomson Reuters Product Management for consideration in future scheduled releases. |