{
  "url": "https://openlegislation.uk/eu-decision-2019-425/schedule-ANNEX II/division-5./division-5.2./division-5.2.7.",
  "json_url": "https://openlegislation.uk/eu-decision-2019-425/schedule-ANNEX II/division-5./division-5.2./division-5.2.7..json",
  "legislation": "eudn/2019/425",
  "legislation_title": "Council Decision (EU) 2019/425 of 12 March 2019 on the position to be taken on behalf of the European Union within the Joint Committee established by the Agreement between the European Union and the Kingdom of Norway on administrative cooperation, combating fraud and recovery of claims in the field of value added tax",
  "legislation_url": "https://openlegislation.uk/eu-decision-2019-425",
  "path": "schedule/ANNEX II/division/5./division/5.2./division/5.2.7.",
  "kind": "division",
  "number": "5.2.7",
  "heading": "SQI on the Resolution Delay",
  "text": "The resolution delay is the elapsed time between the moment the incident is acknowledged by the Service Provider and the moment the Service Provider repairs the root cause of the incident or implements a workaround.\nAccording to the priority, the resolution delay is defined as follows:\nTable 9\nResolution Delays\nPRIORITY\nRESOLUTION DELAY\nCRITICAL\n5 Working Hours\nHIGH\n13 Working Hours\nMEDIUM\n39 Working Hours\nLOW\n65 Working Hours\nTable 10\nLimit of Resolution Delays for Incidents\nPRIORITY\nLIMIT\nCRITICAL\n>= 95,00 % of CRITICAL incidents must be solved within the agreed resolution delay (5 Working Hours).\nHIGH\n>= 95,00 % of HIGH incidents must be solved within the agreed resolution delay (13 Working Hours).\nMEDIUM\n>= 95,00 % of MEDIUM incidents must be solved within the agreed resolution delay (39 Working Hours).",
  "extent": null,
  "status": null,
  "version": "current",
  "annotations": [],
  "outstanding_effects": [],
  "provenance": {
    "source": "legislation.gov.uk",
    "source_url": "https://www.legislation.gov.uk/eudn/2019/425/schedule/ANNEX II/division/5./division/5.2./division/5.2.7.",
    "retrieved_at": "2026-11-01T15:12:47.334120+00:00"
  },
  "licence": "Open Government Licence v3.0",
  "licence_url": "https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/",
  "attribution": "Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives."
}