Priority 1 – Critical impact 

Note: Please make sure to log any priority 1 incidents via the phone to make sure that we are immediately aware of your critical incident and can begin to work on it without delay.  

• Response Goal: We aim to respond to a priority 1 issue and have the appropriate resources assigned to work on the incident within 1 hour. 

• Update Goal: We aim to provide you with an update via email or phone every two hours. In the case of cloud related incidents (major outage or disruption) which impact all customers, updates will be provided via our PMS Cloud Status page. 

• Resolution Guideline: We aim to resolve 99% of all priority 1 issues within 6 hours. 

Priority 2 – Significant impact 

• Response Goal: We aim to respond to a priority 2 issue and have the appropriate resources assigned to work on the incident within 2 hours. 

• Update Goal: We aim to provide you with an update via email or phone every four hours. In the case of cloud related incidents (degraded performance) which impact all customers, updates will be provided via our PMS Cloud Status page. 

• Resolution Guideline: We aim to resolve 95% of all priority 2 issues within 12 hours. 

Priority 3 – Medium impact 

• Response Goal: We aim to respond to a priority 3 issue within 1 business day of the ticket being opened. 

• Update Goal: Updates to priority 3 issues are available 24/7 via our Planet Support Portal 

• Resolution Guideline: Priority 3 tickets will be resolved as soon as possible, based on the urgency of the ticket defined during the triage process, during standard business hours (Monday - Friday)

Priority 4 – Non-critical issues 

• Response Goal: We aim to respond to a priority 4 issue within 1 business day of the ticket being opened. 

• Update Goal: Updates to priority 4 issues are available 24/7 via our Planet Support Portal 

• Resolution Guideline: Priority 4 tickets will be resolved as soon as possible, based on the urgency of the ticket defined during the triage process, during standard business hours (Monday - Friday)

For the purposes of understanding our resolution guidelines, incident resolution refers to either the solution of the underlying issue as reported by you (the customer) or the provision of a suitable workaround. 

A number of items will result in the suspension of incident resolution tracking time. During your contracted support hours, this includes (but is not limited to)  

• the time where Planet Hospitality Support is waiting for access to the system or application;  

• waiting time for the customer or any third parties to respond or provide further clarification, information, log files, approvals, backups or any other such assistance which may be required to resolve the incident;  

• the time after our confirmation that the incident has already been resolved in a subsequent version of the application; 

• the period of time after the provision of the resolution where Planet Hospitality Support awaits your final confirmation of acceptance.