Incident Type & SLA Response Time

Created by Yi Ling Tan, Modified on Mon, 29 Sep, 2025 at 4:12 PM by Yi Ling Tan

Incident priority for a defect is determined using the guidelines below:

Priority	Severity	Definition
P1	Severe Business Impact	A critical issue that causes core business function completely inoperable, affecting many sites and end users. No workaround is available and require immediate attention. Example: Login/authentication unavailable for all users; Production data loss or corruption; Security vulnerability actively exploited
P2	Significant Loss of Functionality	A major feature is impacted or significant degradation of platform performance is known that reduces productivity, affecting many sites and end users. With limited or no workaround available. Example: API service is slow or intermittently failing; Reporting module down for all users; Integration with critical third-party service broken
P3	Minor Impact	A partial disruption or issue affecting non-essential features or a small number of users. A temporary workaround is typically available. Example: UI bug preventing certain filters from working; Notifications not delivered to some users; Performance issues affecting a minority of customers
P4	No Operational Impact	Minor issue with minimal to no measurable impact on system functionality. Business operations. Cosmetic bugs, Request for Information/Training, Enhancement Request, Feedback and etc

Support Response Time

The Customer may submit an incident via the Customer Support. Response times are not affected by the manner of contact. All support requests are tracked and can be viewed by the Customer’s authorized contacts.

Primustech will use reasonable efforts to meet the target response times and target level of effort stated in the table below.

Priority	Severity	Target Response Time
P1	Severe Business Impact	4 Business Hours
P2	Significant Loss of Functionality	8 Business Hours
P3	Minor Impact	2 Business Day
P4	No Operational Impact	4 Business Days