Definition of Support Priority Sample Clauses

Definition of Support Priority. (a) Priority I: A problem that makes the continued use of one or more critical functions of the Service impossible (or severely restricted), and severely risks business operations. The problem may cause loss of data and/or restrict data availability. Examples include: (i) 50% or more of the SIP endpoints cannot receive or place calls or retrieve voicemail; (ii) An outage of the main business number for the Buyer's site; or (iii) An outage of the automated attendant. (b) Priority 2: A problem that severely affects or restricts major functionality, is of a time sensitive nature, and important to long term productivity but is not causing an immediate work stoppage. Operations can continue in a restricted fashion. Examples include: (i) 20% or more of the SIP endpoints cannot receive or place calls or retrieve voicemail; or (ii) Certain features are not functioning properly or at all. (c) Priority 3: A minor condition or error that has no significant effect on an End User's site operations, such as: (i) Outages of less than 20% of the SIP endpoints (ii) A partial Hosted PBX Web Portal administrative dashboard outage or certain functions not working properly
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