Definitions of Priority Levels. Every service call that comes to the Information Center is a priority. To ensure the best customer service possible the User Services has defined the following priority levels based on impact and urgency:
Definitions of Priority Levels. Priority Level Description 1 The System, or a critical function, is not functioning properly, causing significant impact to City governmental operations, and no work-around acceptable to the City is available, or there are Errors that cause data to be lost.
Definitions of Priority Levels. Priority levels referred to in this Agreement are subject to the service levels identified in the table above and are defined as follows. • Priority 1 (P1) - P1 is a catastrophic production problem that severely impacts the Subscriber’s production systems, or because of which Subscriber’s production systems are down or not functioning, or that results in a loss of production data and no workaround exists. Xxxxxxxx.xx will make continuous efforts, with appropriate escalation to senior management, to provide a resolution. • Priority 2 (P2) - P2 is a problem in which the Subscriber’s system is functioning but in a reduced capacity, or the problem is causing significant impact to portions of business operations and productivity, or the software is exposed to potential loss or interruption of service. Xxxxxxxx.xx will make efforts during business hours to provide a resolution. • Priority 3 (P3) - P3 is a medium- to low-impact problem that involves partial and/or non-critical loss of functionality, or that impairs some operations but allows the Subscriber’s operations to continue to function. Problems for which there is limited or no loss of functionality or impact to the Subscriber’s operation and for which is there is an easy workaround qualify as P3. Xxxxxxxx.xx will use reasonable efforts to provide a resolution in time for the next minor release of the software.
Definitions of Priority Levels
