| AMT-Group uses a sophisticated call routing process to get you the right resources as quickly as possible.
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| To ensure that all service requests are reported in a standard format, AMT-Group has
established service request priority definitions in accordance with business impact (severity) of your problem.
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Priority 1
(Critical) |
The equipment and (or) application, which is under contract, is "down" and this is a critical
impact to your business operations. You and ÀÌÒ-Group will commit all necessary resources
around the clock* to resolve the problem or provide a workaround. |
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Priority 2
(High) |
Operation of equipment and (or) application, which is under contract, is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of your network services. You and AMT-Group will commit full-time resources during normal business hours to resolve the problem. |
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Priority 3
(Medium) |
Operational performance of equipment and (or) application, which is under contract, is impaired while most business operations remain functional. You and AMT-Group are willing to commit resources during normal business hours to restore service to satisfactory levels. |
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Priority 4
(Low) |
You require information or assistance with product capabilities, installation, configuration or software update. There is little or no effect on your business operations. |
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| * Only for contracts with 24x7 time operation in service level agreement (SLA) |
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