Case Priority Definitions i. A Priority 1 Issue occurs when the Appian Software is down in a production setting and no workaround exists, or the workaround is not feasible to implement due to the impact on Customer’s business.
ii. A Priority 2 Issue occurs when Users are unable to operate the Core Functionality on a production instance of the Appian Software using the User’s then current username and password. Core Functionality means the ability using the Appian Software to: (i) load a designer interface; (ii) publish a generic process; (iii) launch a generic process (including accepting a generic task and entering a generic form); (iv) access a generic dashboard; or (v) run a generic report.
Case Priority Definitions. Case Priority Definition
Case Priority Definitions. Upon contact from a Customer representative to NetApp Global Support Centre (“GSC”), NetApp GSC will create a case and begin problem diagnosis, fault isolation and troubleshooting based on case priority levels. If applicable, Customer and NetApp GSC may mutually determine or re-assign, a priority case level, in accordance with the case priority definitions following, for a reported incident. If Customer declares that a case for a reported incident is a “Priority 1” level, the GSC representative will work the case 24x7 provided that Customer provides the required level of access to the applicable Product and any necessary logistical assistance for site access as required by NetApp throughout the period of troubleshooting. Case priority levels are defined as follows:
Case Priority Definitions. Upon contact from a Customer representative to Q Associates, Q Associates will create a case and begin problem diagnosis, fault isolation and troubleshooting based on case priority levels. If applicable, Customer and Q Associates may mutually determine or re-assign, a priority case level, in accordance with the case priority definitions following, for a reported incident. If Customer declares that a case for a reported incident is a “Priority 1” level, the Q Associates representative will work the case 24x7 provided that Customer provides the required level of access to the applicable Product and any necessary logistical assistance for site access as required by Q Associates throughout the period of troubleshooting. Case priority levels are defined as follows:
