Computronix has standard incident response time targets for all clients as follows:
| Severity | Definition | Response Time |
| Critical | CLIENT site is down. Major impact to operations of CLIENT site. | < 15 minutes |
| High | Major impairment of at least one important function at CLIENT site. Operations at CLIENT site are impacted. All important CLIENT functions are working albeit with extra work. | < 1 hour |
| Medium | CLIENT Operations not significantly impacted. One or more minor CLIENT functions not working. Major usability irritations impacting many staff at CLIENT. | < 4 hours |
| Low | Minor usability irritations. Work-around exists. | < 2 business days |
During an incident, communications must occur regarding the resolution activities. The following response time targets must be met:
| Priority | Scenario | Response Target (acknowledgement) |
| P2 (highest priority for resolution) | Severely affecting some key users, or impacting on many users | 15 minutes |
| P3 | No severe impact, but rectification cannot be deferred until the next scheduled release or upgrade | 1 hour |
| P4 | No severe impact to service | 24 hours |
The Proponent must also provide hourly updates on P2 and P3 issues, and daily updates for P4 issues until resolution.
