GBG IDscan’s standard SLA agreements with its customers are broken down by priority. IDscan operates at four levels of problem severity:

Priority One

Failure or degradation of one or more elements of the software that are business or customer affecting, time-critical and for which no immediate work-around is available.

Priority Two

Failure or degradation of a single element of the software that is business or customer affecting or which will become time-critical and for which a workaround is available but is unsatisfactory in the short term.

Priority Three

Failure of one or more components of the software that has no immediate business impact and remains operational through a temporary or automated workaround, but requires a permanent replacement or solution to be developed.

Priority Four

Failure of a single component of the software that is non-business affecting and remains operational through a satisfactory workaround and has been requested or is expected to be included as a fix, patch or features of the next release.

IDscan’s Stratified Response Plans

Category	Response Time	Remote Support*	Time to Agreed Service Restoration	Time to Permanent Fix*	Time to Escalate to Management*
Priority 1	30 minutes	2 hours	48 hours	7 days	4 hours and every 2 hours thereafter
Priority 2	30 minutes	4 hours	72 hours	14 days	8 hours and every 2 hours thereafter
Priority 3	24 hours	48 hours	14 business days	By next release
Priority 4	48 hours	80 hours	80 business days	By next release

We offer the following standard problem resolution times. Should clients require a bespoke service, we would be happy to discuss these requirements.

Priority One Resolution

Full root cause analysis performed and timetable for permanent fixes will be provided within 24 hours of the Software Fault being reported.

Priority Two Resolution

Full root cause analysis performed and timetable for permanent fixes for services failures will be provided within 5 days of the Software Error being reported. Detailed analysis of potential causes and solutions will be provided with timetable for anticipated resolution of service degradation.

Priority Three Resolution

Resolution timetable for permanent replacement component solution to be provided.

Priority Four Resolution

Timetable of feature, patch or hardware release will be provided.