Contact Center (Voice & Chat) — impact tolerance ≤ 4 hours — ITOL

Impact tolerance: ≤ 4 hours — during service hours; loss of fraud-hotline capability > 1 hour is more severe (illustrative default — trace the derivation, then replace with your own harm analysis)

Definition: Live and IVR customer service for retail and commercial customers, including fraud/dispute intake and card servicing.

Why it is designated: The fraud/lost-card hotline lets customers stop financial harm in progress, so its availability is life-safety-adjacent. Disputes under Reg E, the federal electronic fund transfer rule, carry statutory response clocks — and those clocks start when the customer notifies the bank.