Non-Critical. A Software Error related to a user function which does not negatively impact the User from the use of the system. This includes system administrator functions or restriction of user workflow but does not significantly impact their job function. Priority 3 issues called in via 000-000-0000 will be immediately answered and managed by the first available representative. Non-Critical Priority 3 issues may also be reported via Xxxxx://xxxxxxx.xxxxxxxxxxxxx.xxx/s/contact-us Priority 4 – Minor Cosmetic or documentation errors, including Customer technical questions or usability questions. Priority 4 issues called in via 000-000-0000 will be immediately answered and managed by the first available representative. Minor Priority 4 issues may also be reported via Xxxxx://xxxxxxx.xxxxxxxxxxxxx.xxx/s/contact-us
Non-Critical. Element - a dimension or aspect of individual, team, or organizational performance, exclusive of a critical element, that is used in assigning a summary level. Such elements may include, but are not limited to, objectives, goals, programs plans, work plans, and other means of expressing expected performance. Performance plans must contain at least one non-critical element that must be used in deriving a summary rating.
Non-Critical minor bugs that do not substantially affect the service, or minor feature/content adjustment requests. Severity levels will be assessed by SocietyWorks Ltd when we become aware of the problem. Alerts generated by our monitoring systems will be assumed to be Critical until assessment and triage is complete when they may be re-categorised. A critical support request can be made by the Customer. These must a) be made by raising a ticket on Freshdesk, having accessed the allocated client account on Freshdesk (set-up as part of Project Kick-Off), and b) be raised by choosing the priority field Urgent, starting the subject field with Xxxxxx and selecting that this is a Problem (as opposed to a Question or Work Request). Freshdesk tickets are monitored and responded to within Business Hours; outside these our monitoring systems should ensure that Severity 1 and 2 issues are detected and escalated appropriately. The following matrix represents the time frames within which SocietyWorks Ltd will act in response to support requests of different severities. In the matrix, unless otherwise specified, Hours refer to Business Hours, and Days refer to Working Days. Severity Level: Critical Severity Level: Non-Critical Support requests: Monitoring threshold 1 hour (24/7/365) 1 hour (24/7/365) N/A Time to review and log fault 2 hours (24/7/365) 2 hours (24/7/365) 2 days (24/7/365) Action commenced to resolve problem 3 hours (24/7/365) 3 hours (24/7/365) To be agreed on assessment Problem resolved 24 hours (24/7/365) 72 hours To be agreed on assessment SocietyWorks is only required to respond to support requests during business hours. If the Buyer requires a response or a resolution to be actioned outside of business hours it will need to enter into a separate service level agreement either with SocietyWorks or a third party. Buyer requirements The following are required from the Buyer: Project Manager ● The Buyer shall appoint a dedicated member of staff able to make decisions on behalf of the Buyer and tasked to oversee the overall programme of works (including liaising with SocietyWorks and other third parties suppliers as may be applicable). Policy/style The Buyer will provide SocietyWorks with a copy of: ● any relevant style guide, branding assets and/or example sites ● any code quality requirement and/or accessibility criteria ● Links to and/or a description for usage of templating tools available (e.g. header and footer templates).
Non-Critical. All other repairs that do not affect the operational functionality of the KSU or PBX.
Non-Critical. Failure The maximum time for the arrival of a suitable and skilled professional representative of the Contractor to the site of the New Plant for the handling of the failure shall be up to 48 hours from the time of receipt of the notice at the Contractor’s service center.
Non-Critical. Non-Critical inquiries are those for which a lack of a resolution is considered by the user to be a minor inconvenience. It is the objective for the Contractor to resolve Critical Non-Routine in-scope inquiries within two (2) business hours of receipt of the initial user telephone call or email. If the Critical inquiry cannot be resolved in two business hours, the Contractor shall contact the user with an update on the status of the inquiry within two business hours. If the Critical inquiry cannot be resolved in four (4) business hours, the Contractor shall contact the user again with an update on the status of the inquiry, and the Contractor shall elevate the issue to obtain input from personnel designated by WCI, Inc. It is the objective for the Contractor to resolve Non-Critical Non-Routine in- scope inquiries within eight (8) business hours of receipt of the initial user telephone call or email. If the Non-Critical inquiry cannot be resolved in eight business hours, the Contractor shall contact the user with an update on the status of the inquiry within eight business hours. If the Non-Critical inquiry cannot be resolved in twelve (12) business hours, the Contractor shall contact the user again with an update on the status of the inquiry, and the Contractor shall elevate the issue to obtain input from personnel designated by WCI, Inc. For inquiries elevated to obtain input from personnel designated by WCI, Inc., the Contractor shall track the receipt of input and follow through to resolution with the user. The Contractor shall record the actions taken to resolve the user’s inquiry, including input received from personnel designated by WCI, Inc.
Non-Critical. Product Licences Installed
Non-Critical. Significant impact district-wide or system-wide with a workaround available, or • Minimal number of users affected
Non-Critical. The Software is partially malfunctioning, faults in non mission critical functionalities of the Software, or minor errors or malfunctions in the Software.
Non-Critical. The call must be responded to within 2 business days of the service call being placed.
