Low. An incident with severity level of “Low” is defined as one that produces an inconvenient situation in which the Services are usable but do not provide a function in the most convenient or expeditious manner and the Authorized User suffers little or no significant impact. If the reported event is Low severity, Julota will attempt to resolve the event in a commercially reasonable manner in future maintenance releases. Only the Authorized User may contact the support desk to report the issue. Essential Services Premium Services Elite Services Coverage Business Hours Business Hours 24/7 Response Time Critical 4 hours via hotline 2 hours via hotline 1 hour via hotline High 2 business days via email or web portal 1 business day via email or web portal 1/2 day via email or web portal Low 3 business days via email or web portal 1 business day via email or web portal 1 business day via email or web portal
Low. An error occurs in the software or hosting environment that can be avoided or detoured with reasonable effort or general questions regarding the Services.
Low. A is defined as one that produces an inconvenient situation in which the Services are usable but do not provide a function in the most convenient or expeditious manner and the Authorized User suffers little or no significant impact. If the reported event is Low severity, Julota will attempt to resolve the event in a commercially reasonable manner in future maintenance releases. Only the Authorized User may contact the support desk to report the issue. Basic Services Premium Services Elite Services Coverage Business Hours Business Hours 24/7 Response Time Critical 4 hours via hotline 2 hours via hotline 1 hour via hotline High 2 business days via email or web portal 1 business day via email or web portal ½ business day via email or web portal Low 3 business days via email or web portal 1 business day via email or web portal 1 business day via email or web portal
Low. The problem is considered to be an inconvenience. No impact on normal business operations or a work-around is available. • Resolution Handling – Upon receipt of the initial service request, a support agent will be as- signed to your request within 48 hours. Follow up communication from the assigned agent will occur within 72 hours. Issues deemed low, will be added to a future release with expected release date communicated to the customer.
Low. Affects non business-critical process Acceptable work-around is available Scheduled Work / Maintenance / user need for orientation Minor inconvenience Timeframe Definitions:
Low. Within six weeks of notification and receipt of file, Buyer will: (i) communicate the commitment to a Workaround or Fix and New Version availability; and (ii) deliver to such commitment.
Low. General installation functions including receive/check-in equipment activities, run/remove cable, wire and test individual components, prepare/review MOPs with MetroPCS, perform day-to-day installation activities. At MetroPCS’ request, for high-level Personnel, Supplier will present to MetroPCS the qualifications of the Personnel Supplier plans to provide and will provide MetroPCS an opportunity to interview each Person whom Supplier proposes to perform the on-site Services or additional Services.
Low. (i) Audit of transactions, call quality and accuracy. Monthly metrics and audit results.
