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Priority Level Definitions <br />Priority Level Matrix <br />These definitions are different based on technology and geography – Kindly check with local operations team <br />to get the definitive list <br />Incident Priority Definition <br />Critical – P1 Core: Core server or core link failure. No redundancy available. <br />Sites/ Subsites: Primary site down. Two RF sites or more than 10% of RF sites <br />down, whichever is greater. <br />Consoles: More than 40% of a site’s console positions down. <br />Conventional Channels: Conventional Channel Gateways (CCGW) down without <br />redundancy available. <br />Security Features: Security is non-functional or degraded. <br />Alarm Events: Door, motion, intrusion, power failure, or environmental alarms <br />triggered. <br />High – P2 Core: Core server or link failures. Redundancy available. <br />Consoles: Between 20% and 40% of a site’s console positions down. <br />Sites/ Subsites: One RF site or up to 10% of RF sites down, whichever is greater. <br />Conventional Channels: Up to 50% of CCGWs down. Redundancy available. <br />Network Elements: Site router, site switch, or GPS server down. No redundancy <br />available <br />Medium – P3 Consoles: Up to 20% of a site’s console positions down. <br />Conventional Channels: Single channel down. Redundancy available. <br />Network Elements: Site router/switch or GPS server down. Redundancy available. <br />Low – P4 Service Requests: Minor events and warnings in the system. Preventative and <br />planned maintenance activities (scheduled work). <br /> <br /> <br />NOTE: The above priority level definitions do NOT apply to the Managed ISSI service. Please refer to the <br />Managed ISSI Statement of Work (SOW) for applicable severity definitions <br /> <br /> <br />Docusign Envelope ID: AD07CE02-1F94-4496-ABD0-D61F9CBE562C