Maintenance Services Standards. Trapeze will use reasonable efforts to correct Errors, Defects, and Malfunctions or other Software deficiencies or performance anomalies within the time frames stated below, so that the Software meets the functional and performance criteria set out in the Documentation for the Software. Trapeze will not be responsible for any delays to respond to or resolve any trouble report or performance anomaly to the extent that such delay is due to SFMTA’s not providing access to the System to Trapeze. Unless provided otherwise in this maintenance and support schedule, Xxxxxxx will respond to a trouble report of a Software deficiency or performance anomaly in accordance with the Priority Category (severity level) reasonably determined by the SFMTA and communicated to Trapeze, based on the following definitions: Priority Category (Severity Level) Condition Response Time (Goal) Priority Protocol (Resolution Efforts) Dedicated staff resources working 24 hours per day, 7 days per week until corrected. Priority 1 An error or performance anomaly that renders Software inoperable in a production environment, resulting in the inability to utilize critical system components. During normal business hours – Immediately After Hours - Within 1 hour Within 4 hours of receipt of Priority 1 report the management of the issue will escalate to the 1st escalation point until corrected. Within 8 hours of receipt of Priority 1 report the management of the issue will escalate to the 2nd escalation point until corrected. Trapeze will remain in regular contact with SFMTA (contact will occur, at a minimum, during escalation points, and every 8 hours thereafter). Priority 2 An error or performance anomaly with Software resulting in major inconvenience for users in the production environment or the public. Within 2 business hours For the first 48 hours following receipt of Priority 2 report, dedicated staff resources working during normal business hours until corrected. Within 24 hours of receipt of Priority 2 report the management of the issue will escalate to the 1st escalation point until corrected. Within 48 hours of receipt of Priority 2 report the management of the issue will escalate to the 2nd escalation point until corrected. Trapeze will remain in regular contact with SFTMA (contact will occur, at a minimum, during escalation points, and every 24 hours thereafter). Priority Category (Severity Level) Condition Response Time (Goal) Priority Protocol (Resolution Efforts) Priority 3 Softw...
Maintenance Services Standards
