The table below summarises our target response times to faults and issues on the hosted solution and individual platforms. 



Severity level of Fault

 

Definition

 

Typical Response Times

 

Typical Rectification Times

Urgent

An error in, or failure which results in a complete outage of all functionality of MyWorkPal

30 minutes

4 Business Hours

High

An error in or failure in MyWorkPal which either:

 

  1. Causes any functionality of material importance to cease functioning; 
  2. Or has an impact on the functionality of all or a material part of MyWorkPal or the Software; or
  3. Has an impact on the business functions of the Client which is not material

1 Business Hour

1 Business Day

Medium

an error or failure in MyWorkPal (other than Urgent or High) that either:

 

  1. Causes any functionality of non-material importance to case functioning; or
  2. Has an impact on the functioning of a non-material amount of the functionality of MyWorkPal

4 Business Hours

2 Business Days

Low

An isolated or minor error in MyWorkPal that (i) does not significantly affect functionality nor does it have an impact on the business functions of the Client

1 Business Day

5 Business Days