Reaction period is a time between problem reporting and start of activities needed to fix it, either by remote access or directly at client site.
Alison Slovakia reacts to reported problem within agreed reaction times classified according to problem severity.
Problem severity is determined when being reported and can be of following categories:
Major problem: Breakdown of such infrastructure part, which has influence on functionality of system as a whole – for example, fifty branch offices or ten percent of users can not use the system, control breakdown, system breakdown or outage of communication with public telephone network.
Minor problem: Error with influence on a limited bundle of functionalities or users, without influence on core system functionality.
