Classification of Problems. Service Provider shall classify each problem encountered by Customer according to the following definitions and will use reasonable commercial efforts to address the problem in accordance with such classification according to the table below.
Classification of Problems. 1. The classification of all problems shall be in accordance with the following guide lines. The classification of an actual problem will be agreed between the Seller and CCG. In case of disagreement the classification by CCG shall prevail.
Classification of Problems. 2. For any problem class the Seller guarantees the TTR-figures as stated in the table below.
Classification of Problems. Based on communications between Insurint and Vendor under Section 2.2 above, Insurint shall determine, in accordance with the following table, the “Severity Level” of the Problem. Severity Level Definition
Classification of Problems. Lacework shall classify each problem reported by Customer according to the following definitions and will use commercially reasonable efforts to address the problem in accordance with such classification according to the table below. Priority code Priority Description Initial Response Times P1 Mission Critical. Core/essential services are down, causing critical impact to business operations; no workaround available. Lacework will provide a status update by email within 2 hours of receiving notification from Customer of the P1. P2 High. Core/essential services are significantly degraded and/or impacting significant aspects of business operations; no Lacework will provide a status update by e-mail within 4 hours of receiving notification from Customer of the P2 issue. commercially reasonable work around available. P3 Medium. Significantly slow response or delays; core/essential service performance is impaired but still materially functional. Lacework will provide a status update by e-mail, within 8 hours of receiving notification from Customer of the P3 issue.
Classification of Problems. STS shall classify any problems reported by Customer according to the following categories:
Classification of Problems. Lacework shall work with Customer to classify each problem based on the business impact reported by Customer and will address the problem in accordance with such classification during the Support Hours, according to the table below: Priority Code Priority Description Initial Response Times Standard Premium Signature P1 Mission Critical. Core/essential services are down, causing critical impact to business operations; no workaround available. Lacework will provide a status update by email within 2 hours of receiving notification from Customer of the P1. Lacework will provide a status update by email within 2 hours of receiving notification from Customer of the P1. Lacework will provide a status update by email within 1 hour of receiving notification from Customer of the P1. P2 High. Core/essential services are significantly degraded and/or impacting significant aspects of business operations; no commercially reasonable work around available. Lacework will provide a status update by email within 4 hours of receiving notification from Customer of the P2 issue. Lacework will provide a status update by email within 4 hours of receiving notification from Customer of the P2 issue. Lacework will provide a status update by email within 2 hours of receiving notification from Customer of the P2 issue. P3 Medium. Significantly slow response or delays; core/essential service performance is impaired but still materially functional. Lacework will provide a status update by email, within 8 hours of receiving notification from Customer of the P3 issue. Lacework will provide a status update by email, within 8 hours of receiving notification from Customer of the P3 issue. Lacework will provide a status update by email, within 4 hours of receiving notification from Customer of the P3 issue. P4 Low. No material Customer impact; documentation errors or exclusions or cosmetic or other non- substantive service or user interface issues; core/essential services are unaffected. Lacework will use commercially reasonable efforts to provide a status update by email 24 hours of receiving notification from Customer of the P4 issue. Lacework will use commercially reasonable efforts to provide a status update by email 24 hours of receiving notification from Customer of the P4 issue. Lacework will use commercially reasonable efforts to provide a status update by email 12 hours of receiving notification from Customer of the P4 issue.
Classification of Problems
