| Priorities | Description | Timeframe | Compensation |
|---|---|---|---|
| Expected | Works as expected | N/A | N/A |
| P1 Blocker | A defect that brings down an application system, database or environment thereby preventing a user of the system to continue using the application. There is no work-around. |
A - 9:00-17:00 - 1 hour B - 6:00-9:00/17:00-21:00 - 2 hours C - 21:00-6:00 - 3 hours |
5% of retainer for every 24 hours past timeframe. |
| P2 Critical | Defect results in severely impaired functionality. Repeatable. A work around must exist but its use is unsatisfactory. | Up to 24 hours | 3% of retainer for every 24 hours past timeframe. |
| P3 Major | Defect causes failure of non-critical aspects of the system or obvious visual discrpency. | 2 working days. | 2% of retainer for every 24 hours past timeframe. |
| P4 Minor | Defect of minor significance. Content changes or textual changes. A work around exists or, if not, the impairment is slight. All Client input errors will be considered as P4. | Up to 5 working days | 2% of retainer for every 24 hours past timeframe. |
| P5 Feature | New feature request within monthly retainer | On a case by case basis | N/A |
