Issue Priority & SLA Definitions

Priority	Definition	Resolution Time
P0	Severe problems resulting in complete work stoppage or lack of access for a majority of users. No alternatives or work-around identified and work/access cannot continue.	- Acknowledge Receipt within 1 hour - Fix within 24 hours - Workarounds will become P1
P1	Critical issue which interferes with a major function of the Licensed Spresso Platform or causes major usability concerns with respect to the Licensed Spresso Platform or related Services.	- Acknowledge Receipt within 3 hours - Fix within 48 hours - Must provide status updates every 8 hours
P2	Material issue which interferes with a minor function of the Licensed Spresso Platform, but an acceptable work-around is in place.	- Acknowledge Receipt within 3 business days - Provide a workaround/fix within 10 business days
P3	Cosmetic issues such as typographical errors, misaligned text, or incorrect images.	- Acknowledge/fix within a reasonable amount of time