Service Availability Target Levels Measurement Annual Monthly 99.9% 8hrs 46mins 12secs 43mins 50secs Service Availability is the amount of time (represented as a percentage) that systems are available and functional. Purple aims to achieve 99.9% Service Availability across a given measurement period (Monthly, Quarterly, Annually). Support Target Levels Priority Level Response Time Resolution Time Critical (P1) 1 hr 4 hrs High (P2) 2 hrs 8 hrs Medium (P3) 3 hrs – Low (P4) 4 hrs – Severity Level Escalation Mechanism Where a Support Request becomes an issue of priority for the customer, the customer reserves the right to upgrade the level of severity (that is P1, P2, P3 or P4) allocated where it deems appropriate in its discretion by notifying Purple. Quarterly Service Review A regular meeting of relevant parties from the customer and Purple will take place each quarter to review service level performance, discuss any ongoing issues, and provide feedback.
