<table class="table" id="Promised_resolution__table_rrg_11k_dkb"><caption></caption><colgroup><col style="width:28.540305010893245%"><col style="width:27.886710239651418%"><col style="width:21.78649237472767%"><col style="width:21.78649237472767%"></colgroup><thead class="thead"> <tr class="row"> <th class="entry" id="Promised_resolution__table_rrg_11k_dkb__entry__1">Priority</th> <th class="entry" id="Promised_resolution__table_rrg_11k_dkb__entry__2">Effect description</th> <th class="entry" id="Promised_resolution__table_rrg_11k_dkb__entry__3">Resolution time</th> <th class="entry" id="Promised_resolution__table_rrg_11k_dkb__entry__4">Service commitment</th> </tr> </thead><tbody class="tbody"> <tr class="row"> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__1 "> <p class="p">P1</p> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__2 "> <ul class="ul" id="Promised_resolution__ul_qpg_k1k_dkb"> <li class="li">The whole system is unavailable to use or the performance of the whole system is decreased very significantly that the business is unable to run normally.</li> <li class="li">One or more key functions of the business system are unable to use, affecting the service time commitment for Users or the core KPI of User departments with high timeliness requirements.</li> <li class="li">There is system data exception or website information error that causes major economic losses or significant negative influence (including mass faults of fees calculating data or valid documents printing, key information error on company website which causes significant negative influence).</li> </ul> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__3 "> <p class="p">30 minutes (at working hours)</p> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__4 "> <p class="p">90% resolved within commitment time</p> </td> </tr> <tr class="row"> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__1 "> <p class="p">P2</p> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__2 "> <ul class="ul" id="Promised_resolution__ul_vrc_h1k_dkb"> <li class="li">More than one key functions of the business system with middle timeliness requirements are unable to use.</li> <li class="li">More than one non-key functions of the business system with high timeliness requirements are unable to use.</li> <li class="li">The overall system performance is decreased, which would not cause instant shutdown of business though, but would affect the long-term working efficiency of the business with high timeliness requirements.</li> <li class="li">There is system data exception or screen errors that would not cause economic losses or significant negative influence for company in the system with high timeliness requirements.</li> </ul> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__3 "> <p class="p">two hours (at working hours)</p> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__4 "> <p class="p">90% resolved within commitment time</p> </td> </tr> <tr class="row"> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__1 "> <p class="p">P3</p> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__2 "> <ul class="ul" id="Promised_resolution__ul_e4y_21k_dkb"> <li class="li">More than one key functions of the business system with low timeliness requirements are unable to use.</li> <li class="li">More than one non-key functions of the business system with middle or low timeliness requirements are unable to use.</li> <li class="li">The overall system performance is decreased, which would not cause instant shutdown of business though, but would affect the long-term working efficiency of the business with middle or low timeliness requirements.</li> <li class="li">There is system data exception or screen errors that would not cause economic losses or significant negative influence for company in the system with middle or low timeliness requirements.</li> </ul> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__3 "> <p class="p">one working day</p> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__4 "> <p class="p">90% resolved within commitment time</p> </td> </tr> <tr class="row"> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__1 "> <p class="p">P4</p> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__2 "> <p class="p">The purpose is only to get some information of which the loss would not make the work unable to continue immediately (for example, asking for the website of pacloud)</p> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__3 "> <p class="p">three hours (at working hours)</p> </td> <td class="entry" headers="Promised_resolution__table_rrg_11k_dkb__entry__4 "> <p class="p">90% resolved within commitment time</p> </td> </tr> </tbody></table>