# 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, Division 5.2.7: SQI on the Resolution Delay


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.
According to the priority, the resolution delay is defined as follows:
Table 9
Resolution Delays
PRIORITY
RESOLUTION DELAY
CRITICAL
5 Working Hours
HIGH
13 Working Hours
MEDIUM
39 Working Hours
LOW
65 Working Hours
Table 10
Limit of Resolution Delays for Incidents
PRIORITY
LIMIT
CRITICAL
>= 95,00 % of CRITICAL incidents must be solved within the agreed resolution delay (5 Working Hours).
HIGH
>= 95,00 % of HIGH incidents must be solved within the agreed resolution delay (13 Working Hours).
MEDIUM
>= 95,00 % of MEDIUM incidents must be solved within the agreed resolution delay (39 Working Hours).

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Source: https://www.legislation.gov.uk/eudn/2019/425/schedule/ANNEX II/division/5./division/5.2./division/5.2.7. (the official version)
Page: https://openlegislation.uk/eu-decision-2019-425/schedule-ANNEX II/division-5./division-5.2./division-5.2.7.
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.