<p class="shortdesc"></p> <table class="table" id="promise__table_ixw_5fq_tlb"><caption></caption><colgroup><col><col><col><col></colgroup><thead class="thead"> <tr class="row"> <th class="entry" id="promise__table_ixw_5fq_tlb__entry__1">Priority </th> <th class="entry" id="promise__table_ixw_5fq_tlb__entry__2">Impact Description</th> <th class="entry" id="promise__table_ixw_5fq_tlb__entry__3">Time for Resolution </th> <th class="entry" id="promise__table_ixw_5fq_tlb__entry__4">Service Commitment </th> </tr> </thead><tbody class="tbody"> <tr class="row"> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__1 ">P1</td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__2 "> <ol class="ol" id="promise__ol_inq_yfq_tlb"> <li class="li">The whole system is unavailable or the performance of the whole system significantly weakens, thus disabling the business operations. </li> <li class="li">One or more key functions of the business system cannot be used, affecting the promised efficiency of serving customers or the core KPI of the user department. The urgency level is high. </li> <li class="li">Abnormal system data or wrong website information causes significant economic loss to or negative impact on the company (including massive mistakes in computing cost data or printing valid documents, and critical website information errors that have significant negative impact on the company). </li> </ol> </td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__3 "> <p class="p">30 minutes (working hours) </p> </td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__4 "> <p class="p">90% resolved within the promised time frame</p> </td> </tr> <tr class="row"> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__1 ">P2</td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__2 "> <ol class="ol" id="promise__ol_h5b_zfq_tlb"> <li class="li">One or more key functions of the business system cannot be used and the urgency level is medium. </li> <li class="li">One or more non-key functions of the business system cannot be used and the urgency level is high. </li> <li class="li">There is a general decline in system performance. Though it will not cause immediate business stoppage, it will affect the long-term efficiency of business. The urgency level is high.</li> <li class="li">There are abnormal system data or screen errors that will not cause economic loss to or have no significant negative impact on the company. The urgency level is high.</li> </ol> </td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__3 "> <p class="p">2 hours (working hours)</p> </td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__4 "> <p class="p">90% resolved within the promised time frame</p> </td> </tr> <tr class="row"> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__1 ">P3</td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__2 "> <ol class="ol" id="promise__ol_kkm_zfq_tlb"> <li class="li">One or more key functions of the business system cannot be used and the urgency level is low. </li> <li class="li">One or more non-key functions of the business system cannot be used and the urgency level is medium or low.</li> <li class="li">There is a general decline in system performance. Though it will not cause immediate business stoppage, it will affect the long-term efficiency of business. The urgency level is medium or low. </li> <li class="li">There are abnormal system data or screen errors that will not cause economic loss to or have no significant negative impact on the company. The urgency level is medium or low.</li> </ol> </td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__3 "> <p class="p">1 working day </p> </td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__4 "> <p class="p">90% resolved within the promised time frame</p> </td> </tr> <tr class="row"> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__1 ">P4</td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__2 ">Just for obtaining some information, and a lack of such information will not immediately cause any work suspension (for example, users cannot visit the website of pacloud). </td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__3 "> <p class="p">3 hours (working hours)</p> </td> <td class="entry" headers="promise__table_ixw_5fq_tlb__entry__4 "> <p class="p">90% resolved within the promised time frame</p> </td> </tr> </tbody></table>