INCIDENT PRIORITY. Each new Incident will be assigned a priority level by the Service Desk based on the following definitions. These levels allow us to prioritise resources and escalate where appropriate. Priority Description
1 - Critical A major Incident resulting in total loss of service.
2 - High A major Incident resulting in a severe service degradation or loss of service to a significant percentage of users.
3 - Medium A minor Incident resulting in a limited or degraded service or a single end user unable to work.
4 - Low General, single user with degraded service, non-service affecting support.
5 - Service Request Request for a change to an existing service or system, a request for information or simple questionnaire to be completed.
INCIDENT PRIORITY. Incident priority for a defect is determined using the guidelines below. P1 Any defect that causes an instance not to be Available. P2 Any defect that causes a critical function to fail. P3 Any defect that significantly impedes work or progress. P4 Any defect that does not significantly impede work or progress.
INCIDENT PRIORITY. In the interest of efficiently allocating NetSuite’s support resources, NetSuite will prioritize the urgency of support requests and inquiries according to the following criteria guidelines (each, an “Incident Priority”)
(i) S1 – Blocking.
INCIDENT PRIORITY. Incident priority for a defect is determined using the guidelines below.
INCIDENT PRIORITY. At the time of response, AT staff will determine the priority classification based on severity of technical problems and begin problem resolution within the following guidelines: Priority 1: Loss of access to the LMS system-usually considered a critical issue caused by technical problems with the LMS system, user accounts or enrollments into the LMS course sites Priority 2: Technical issues with accessing course content-often times a lack of content access is due to technical issues or requires some user training to properly access Priority 3: Other Customer technical and training /use questions Incident resolution is the provision of a solution or work-around that returns a client back to effective use of an AT service. Based on the established priority, AT staff will endeavor to resolve the incident according to established goals: Priority 1-Loss of access to system: try to resolve as quickly as possible with full resolution within 24 hours or provide estimated repair timeframe for more sever technical problem resolution Priority 2-Technical issues with accessing course content: try to resolve as quickly as possible with full resolution within 48 hours or provide estimated repair timeframe for more sever technical problem resolution Priority 3-Other Customer technical questions: try to initially respond within 24 hours and resolve as quickly as possible with full resolution within 48 hours or provide estimated repair timeframe for more sever technical problem resolution.
INCIDENT PRIORITY. In the interest of efficiently allocating NetSuite’s support resources, NetSuite will prioritize the urgency of support requests and inquiries according to the following criteria guidelines (each, an “Incident Priority”)
(i) S1 – Blocking. Severity: Core business functionality is broken Workaround: None • Issues which cause data loss or data corruption • Issues which prevent use of core business workflows – e.g. login, transactions, groups of reports or lists, account provisioning. • Incorrect data on key financial reports (Balance Sheet, Income Statement, Trial Balance, General Ledger, A/R aging). • Security Breaches – including permission errors which erroneously expose data, or which prevent valid data access.
(ii) S2 – Urgent, No Workaround. Severity: Seriously impairs business processes, but is not of S1 severity Workaround: None or very inconvenient • Issues which break basic feature functionality in transactions, lists, reports, etc., but do not block users from performing core business functions. • Incorrect data on non-financial reports. • Incorrect data being displayed in the browser, even though the data is correct in the database. • User visible issues which affect functionality, generating “Unexpected error” • JavaScript errors which affect core business functionality • Unreasonably slow pages
(iii) S3 – Important, Workaround Available. Severity: Causes moderate disruption to business processes, but is not of S1 or S2 priority Workaround: One of more convenient workarounds • Issues which moderately affect feature functionality on transactions, lists, reports, etc. • Issues which generate JavaScript, but do not affect core customer functionality • Moderate localized performance degradation • Localized or browser-specific issues (other than Windows/IE) • Glaring formatting or typographical errors • Incorrect product Documentation
(iv) S4—Nuisance. Severity: Causes minor disruption to business processes, but is not of higher priority Workaround: Multiple good workarounds or not needed • Issues which have a minor affect on feature functionality in transactions, lists, reports, etc. • Isolated performance issues which do not affect work flow. • Misleading or ambiguous documentation • Poorly structured or worded user interfaces
(v) S5—Minor. Severity: Does not affect any functionality Workaround: Not needed • Incorrectly formatted data • Visual inconsistencies • Typographical errors in documentation or isolated interfaces EXHIBIT 5.2 PROVISIONING CU...
INCIDENT PRIORITY. WCI –SG will assume that all requests must be resolved on the day submitted, subject to a 4:00 p.m., E.S.T. cut-off (per Section 3).
INCIDENT PRIORITY. Level 1 – Critical There is significant business or financial risk. The majority of users cannot perform their jobs. There is no acceptable work around.
INCIDENT PRIORITY. Each new Incident will be assigned a priority level by the Service Desk based on the following definitions. These levels allow us to prioritise resources and escalate where appropriate. Priority Description
1 - Critical A major Incident resulting in total loss of service.
INCIDENT PRIORITY. Incident Priority is calculated based on the Impact and Urgency of the incident where the following applies:
