Type of Failure Category

Category

Response and Rectification Period

1

Urgent Service Failure

Any Service Failure that:

-  poses a material risk to life; or

-  poses a material risk of damage to person and/or property; or

-  poses a material risk of significant financial loss and/or disruption to the Authority.

(a) rectify within one (1) hour; or

(b) attend, make safe and commence rectification within one (1) hour and complete the rectification, in accordance with Good Industry Practice, as soon as practicable.

2

Serious Service Failure

Any Service Failure which is such that it may develop into an Urgent Service Failure if not rectified or attended to in accordance with Good Industry Practice.

(a) rectify within twenty-four (24) hours; or

(b) attend, make safe and commence rectification within twenty-four (24) hours and complete the rectification, in accordance with Good Industry Practice, as soon as possible.

3

Routine Service Failure

Any Service Failure that is not immediately detrimental or likely to lead to a Serious Service Failure or an Urgent Service Failure, but which, if not rectified or attended to in accordance with Good Industry Practice, may adversely impact on the Service and/or is breach of the provisions of paragraph 9.3 and/or the Authority's reputation and/or the Service Provider's reputation.

(a) rectify within two (2) Business Days; or

(b) attend, make safe and commence rectification within two (2) Business Days and complete the rectification, in accordance with Good Industry Practice, as soon as possible.