7.  Failure Event

If an Event is not contained or rectified within the relevant times (if applicable, and excluding Excusing Causes & Rescheduled Rectification), this leads to a Failure Event;

a)  Availability Failure

b)  Performance Failure

Where there is no rectification time allowed (Events relating to Performance Standards, for example, Customer Care), the Event shall be logged as a Failure Event at the Notification Time.