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). |