iTrent Category/Classification Criteria/Target Time Period
Category A Classification Criteria:- A Malfunction, which renders the Product inoperable such that a critical business or operational function cannot be met.
Target Time Period:- The Company's target shall be to correct such Malfunction or provide an "alternative solution" within 8 Support Hours from notification. During this time, the Company shall provide the Customer with updates on progress at agreed intervals.
Category B Classification Criteria:- A Malfunction, which renders part of the Product inoperable such that an imminent business or operational function cannot be met.
Target Time Period:- The Company's target shall be to correct such Malfunction or provide an "alternative solution" within 5 Working Days from notification
Category C Classification Criteria:- A Malfunction which has an impact on the functioning of the Product where either (a) a required business deadline is known and has been notified, or (b) the Company has previously provided an "alternative solution" to a Malfunction in category A or B.
Target Time Period:- The Company's target shall be to correct such Malfunction within 30 Working Days from notification.
Category D Classification Criteria:- A Malfunction where a function of the Product operates other than in accordance with the description of the Product in the applicable Documentation.
Target Time Period:- The Company's target shall be to correct such Malfunction within 120 Working Days from notification, or at its discretion in a future Sub-Release.
Category E Classification Criteria:- Any other fault with the Product of a minor or cosmetic nature.
Target Time Period:- The Company's target shall be to correct such fault in a future Sub-Release.
