Incident Response Procedure

Issues raised through the Support Services shall be categorised as follows:

1. critical: the Hosted Services are inoperable or a core function of the Hosted Services is unavailable;
2. serious: a core function of the Hosted Services is significantly impacated;
3. moderate: a core function of the Hosted Services is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Hosted Services is significantly impaired; and
4. minor: any impairment of the Hosted Services not falling into the above categories; and any cosmetic issue affecting the Hosted Services.

Tejas Software OR Customer shall determine, acting reasonably, into which severity category an issue falls. Tejas shall use all reasonable endeavours to respond to requests for Support Services promptly, and in any case in accordance with the following time periods:

1. critical: 1 Hour;
2. serious: 4 Hours;
3. moderate: 1 Business Day; and
4. minor: 3 Business Days.

Tejas Software shall ensure that its response to a request for Support Services shall include the following information to the extent such information is relevant to the request: an acknowledgement of receipt of the request, where practicable an initial diagnosis in relation to any reported error, and an anticipated timetable for action in relation to the request.

Tejas Software shall use all reasonable endeavours to resolve issues raised through the Support Services promptly, and in any case in accordance with the following time periods:

1. critical: 2 Hours;
2. serious: 8 Hours;
3. moderate: 4 Business Days; and
4. minor: Next Release Cycle.