Criticality. The production site becomes inaccessible or displays severe performance loss for all enabled users due to a fault within Thrive’s infrastructure. First Response Target 0.5 hour Containment Target High Normal • An issue affecting one or many critical services for a significant population of enabled users on the production site. • An issue affecting critical services for a small group of enabled users on the production site. • An issue affecting non-critical functions for a significant population of your enabled users on your production site. • A mobile application issue affecting a majority of your users at a detriment to your business. • An issue caused by incorrect data submitted by users impacting a critical service. • An issue with purchased Thrive content affecting a significant population of your enabled users on your production site. 4 hours 5 days The above table continues on the next page Issue Priority Low
Criticality. A non-critical fault impacting a minority of your users. • An issue caused by a third party integration fault. • An issue caused by incorrect data submitted by users impacting a non-critical function. • A mobile application issue affecting a minority of your users or with low impact to your business. • An issue with purchased Thrive content affecting a small group of enabled users on the production site. First Response Target 8 hours Containment Target 10 days Non- urgent • General questions, configuration requests, administrative tasks, cosmetic faults that do not impact site or app use, and requests to modify purchase Thrive content. 8 hours 20 days Service Credits Thrive takes in pride the stability of our platform and the reliability of our people. Service Credits accrued during the initial term or any extended term are applied in the form of additional days of Services added to the end of the relevant period (Service Credit Days) and such days of Services shall include all Services provided by Thrive to the customer at the final day of the relevant period. Service Credit Days Monthly Availability Missed SLA Tickets 1 day Between 99.00% and 99.98 -AND/OR- 2 to 3 3 days Between 95.00% and 98.99% -AND/OR- 4 to 7 15 days Less than 95.00% -AND/OR- 8+ All Service Credits must be requested in writing to Thrive within 30 days of missed availability target or missed containment target. Support Hours and Contact The Support Team is available 24X5 from Monday 00:00 GMT/BST to Saturday 01:00 GMT/BST. The support team is not available on the following days: • Christmas Day • Boxing Day • New Year’s Day • Good Friday
Criticality. 11. Customized part (yes or no). If yes, a drawing for the customizing is required Additional information is useful, but not required unless defined elsewhere in the Contract
Criticality. The Customer’s ability to sustain effective and proper patient care may quickly be affected if the system fails. The system is planned to be established as a “Criticality 2 – Critical” system. The criticality level imposes restrictions on how the system must be established to secure the highest possible level of availability, fastest possible re-establishment and limit data loss in the event of failure of the service. Final configuration of the solution for establishing the system will be clarified in the further process for preparing a solution design for the selected system. No. Requirement Importance (O/H/M/L) Describe T 36 The Contractor should clarify how the system can and should be established for a high criticality level, with limited downtime and data loss in the event of failure of the system. Note: It is particularly important that the Contractor clarifies how the system in technical terms can be enabled to support the criticality level, for example through the use of redundancy, load balancing and clustering of all critical components of the service. It is also important that the Contractor clarifies the consequences in the event of failure of nodes or where individual nodes are taken down for maintenance of the system or underlying infrastructure. H D T 37 The Contractor should describe the system’s support for redundant establishment, and describe any individual components in the system that cannot be established redundantly. H D No. Requirement Importance (O/H/M/L) Describe T 38 The Contractor should describe the system’s support for load balancing, and describe any individual components in the system that cannot be established with load balancing. H D T 39 The Contractor should describe its recommendation with regard various scenarios for re-establishing the service when service disruption or loss of data occur. H D
Criticality. The Supplier shall ensure the CAFM system has the capability to automatically link Assets to create PPM schedules. The Supplier shall ensure that all Assets which are scheduled for maintenance or require attention due to malfunction are identified on Work Orders with respect to type and accurate location. The Supplier shall ensure that an accurate and up to date Forward Maintenance Register is maintained within the CAFM system. The Supplier shall ensure that the Forward Maintenance Register is updated as Assets are added or deleted. The Supplier shall ensure that the CAFM system has the ability for two-way communication e.g. to import data from third party financial software and export to a data file. The Contracting Authority shall specify the format at Call Off stage, however the minimum requirement includes but is not limited to XML or CXML or CSV files via API or batch processing. The Supplier shall ensure that Condition Survey data and update of Assets, feed into an annual life cycle report for the Contracting Authority. The Supplier shall ensure that the CAFM system has the functionality to identify Assets that are replaced or retired to enable the Contracting Authority to track the changes against its financial records. The Supplier shall ensure the CAFM system has the ability to record and track the history of Reactive Maintenance activities on specific Assets as required by the Contracting Authority.
Criticality. Each Service Level has an associated criticality rating based on the impact of this SLA to your business. Our performance against these criticality ratings will be an important measure of performance on a monthly and annual basis. Criticality Description Critical Failure to meet this Service Level has an immediate and significant impact on your business or on the relationship betweenus and you. High Failure to meet this Service Level has a direct impact on your business or may potentiallydo so. Medium Failure to meet this Service Level has limited impact on your business but repeated failures points to a breakdown in our processes or resourcing. Low Failure to meet this Service Level has little or no impact on your business, but points to a breakdown in our processes or resourcing.
Criticality. An algorithm to determine the criticality eigenvalue of a system, consistent with complete parallel phase space decomposition, is in place in PENTRAN. The existence of the criticality eigenvector is mathematically derived from Xxxxxx’x theorem, which states that a positive matrix has a unique positive eigenvector with a single positive eigenvalue that is greater than the modulus of any other eigenvalue for the matrix. In reactor physics applications, the criticality eigenvalue represents the fundamental effective multiplication factor ko that dominates the the nuclear system after all higher harmonic transients have died away (Xxxxxxxx, 1977).
