High Impact. Target Response Time: Within 45 minutes of the issue being reported to the system support hotline regardless of whether it is reported during Business Hours or Extended Hours. Target Resolution Time: Restore the system status to Low Impact, Routine, or Full Capacity within 4 Hours regardless of when the issue is reported. Client provided resources may be required to work with the Analyst to restore the system. Unless otherwise directed, High Impact issues will be addressed by the service team as “high impact”, and make a best effort to solve the challenges with the resources and information at his or her disposal. Out-of-warranty or non-warranty parts will be billed accordingly. Labour hours to solve problems not covered under any warranty or support contract will be billed as per the support and onsite rate tables contained herein.
High Impact. A high impact student is any student with or without an Individual Education Plan (IEP) who requires significant (meaning academic, emotional, behavioral, or physical) atypical support and/or modification on a daily basis in order to learn in a general education classroom.
High Impact. A Severity 2 issue is a high-impact problem that is causing sporadic or partial cluster outages or is consistently encountered by End Users with adverse impact to End User interaction with the file system.
High Impact. As mutually agreed to by the parties for each reported problem: An error or defect in the Orbitz Software or ITA Software has caused incorrect results; and/or System Response Time greater than [***] times the agreed upon System Response Time Commitment; and/or a specific function has been interrupted, significantly restricting the use of the Orbitz Software, but not rendering the Orbitz Software or ITA Software unusable. Notification within [***] hour; commitment to identify and implement steps to fix within [***] hours with hourly updates for [***]. Orbitz will resolve pricing bugs as follows: (1) Orbitz will use commercially reasonable efforts to assist and facilitate any pricing bug which [***] (2) if AA reports other pricing bugs that are "material" (i.e., involve errors of more than $[***], or affect more than [***]% of Queries to the ITA Software), those will be addressed (with AA's approval) by [***]. AA will provide written documentation on any fare [***] as well as who has authority from AA to request [***]. AA's request [***] is not completed within [***] minutes of the time of request. Notification within [***] hour; and resolution within [***] hours, with hourly updates for [***]. *** Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions. Severity Level Description Service Level Fare/schedule data load ready notification is not received from ITA within [***] minutes of scheduled delivery time 3 Moderate Impact. An error or defect in the Orbitz Software or ITA Software that has caused unexpected behavior or a minor error where use of the Orbitz Software or ITA Software is not interrupted, but unexpected results have occurred. Notification within [***] business day; commitment to identify and implement steps to fix within [***] business days for [***]. Hardware replacement and reinstallation to correct a previous problem which is not completed within [***] days of machine failure for the QD (query distributor) machines. Notification within [***] hours; and resolution within [***] hours, with daily updates for [***] Failure of power, cooling, or major system within co-location facility that does not affect availability of the ITA Software where the failure persists for [***] hours or more. These items will be for notification only. The ITA Software running on the Test Servers is unavailable Non-production servers will be exempt from...
