Incident Priority Levels Sample Clauses

Incident Priority Levels. A technical support representative will be available to communicate (phone, email, ticket updates, etc.) to CLIENT during support hours. Responses are prioritized according to the level of urgency assigned to a ticket as deemed by AZCOMP (Four levels of urgency include Emergency, Urgent, Normal, and Planned). All support tickets, regardless of the method used to initiate the ticket (phone, email, or through the support portal), receive equal treatment in the queue and will be responded to in order of level of urgency first, followed by the time the ticket was created second. Response times are not guaranteed as they are subject to variations due to downtime for systems and server maintenance, company meetings and events, observed U.S. holidays, and events beyond our control. The foregoing shall not be deemed a representation of warranty on AZCOMP's behalf regarding the time within which a resolution, if any, may be available for any particular incident. Emergency Mission critical Affects many users (Site Down, User Disable). 2 business hours Urgent Limited scope (at least one user), no workaround. 4 business hours Normal User, workaround available. (Permission Changes, Billing Changes) 8 business hours

Incident Priority Levels. Priority level Definition Response and Response Time

Incident Priority Levels. The following table provides the priorities to be applied for all Customer Reported Incidents (“CRI”). Impact Level Incident Priority Level Description TOP A CRI is classified as a “TOP” Impact Level if the Essential Capabilities of the GeoDecisions GeoPlan System are inoperative for more than one (1) hour after the Customer notifies the GeoDecisions representative. HIGH A CRI is classified as a “HIGH” Impact Level if the Non-essential Capabilities of the GeoDecisions GeoPlan System are inoperative for more than twenty-four (24) hours after the Customer notifies the GeoDecisions representative. LOW A CRI is classified as a “LOW” Impact Level if the Customer is reporting cosmetic or non-operational needs.

Incident Priority Levels. Support Level Definition Priority 1 (IPL1) Critical Incident Complete platform-wide outage or disruption affecting all customers of one or more services, or a security or compliance issue requiring immediate resolution or cessation of issuance. Priority 2 (IPL2) Major Incident Platform-wide performance issue, or an issue affecting a subset of functionality of a service (e.g. such that only a minority of customers of that platform are affected) Priority 3 (IPL3) Low-impact Incident Intermittent or sporadic system problem affecting one or more customers. Possible resolutions include a workaround or re-trying a failed process. Priority 4 (IPL4) N/A Service is working within operational parameters but a minor irritant or frustration exists using a specific feature. Bugs and related items will fall into this category. GlobalSign will close the Support Case and track this as an enhancement request. This level is a placeholder only, and no Incident report will be made available. Priority 11 (IPL1) Priority 2 (IPL2) Priority 3 (IPL3) Priority 4 (IPL4) Target Incident Restoration Time Within maximum outage duration defined by SLA 8 hours 1 Business Day Not Applicable Target Incident Resolution Time 1 business day 5 business days 31 calendar days Not Applicable 1 Due to use of third parties for delivery of the service, IPL1 support is not available for QSS. If Incident Resolution does not prove possible within the above timeframes, GlobalSign will communicate with affected customers via the methods described above and/or on ▇▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇/en/status in line with the Support Communication Frequency shown above. GlobalSign will provide an Incident report within one (1) business week of Incident Restoration following an IPL1 Incident, unless significant input from a third party (e.g. supplier or hardware vendor) is required in order to complete root cause analysis with sufficient depth. In the event that this information is not available in a timely manner, or significant analysis is required, GlobalSign may publish an interim Incident report in the above timeframe, with addenda as appropriate.