Number of Users Affected. The application failure affects all the Customer’s users. The application failure affects more than half of the Customer’s Users The application failure affects a small number of the Customer’s Users The application failure may only affect one or two of the Customer’s Users There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem. Within two Normal Business Hours Within four Normal Business Hours. Within eight Normal Business Hours or by next Business Day. Within sixteen Normal Business Hours.
Number of Users Affected. The application failure affects a large number of users. The application failure affects a large number of users. The application failure affects a small number of users. The application failure may only affect one or two users. There is no workaround to the problem (i.e., the job cannot be performed in any other There is a workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an workaround to the problem. There is likely a workaround to the problem. Within one hour. Within four hours. Within eight hours or by next Business Day Within eight hours or by next Business Day 3B will work to resolve the problem until the Service is returned to normal operation. Client will be notified of status changes 3B will work to resolve the problem until the Service is returned to normal operation. Client will be notified of status changes If resolution requires a 3B bug fix, 3B will add the bug fix to its development queue for future Update and suggest potential workaround until the problem is resolved in a future Update. Client will be notified of status changes If resolution requires a 3B bug fix, 3B will add the bug fix to its development queue for future Update and suggest potential workaround until the problem is resolved in a future Update. Client will be notified of status changes Client shall remain accessible by phone during Business Hours for troubleshooting from the time a Severity 1 issue is logged until such time as it is resolved. Outside of Business Hours Client will use reasonable endeavours to be available whilst a Severity 1 issue remains unresolved. Client will respond to 3B requests for additional information and implement recommended solutions in a timely manner Client shall remain accessible by phone during Business Hours for troubleshooting from the time a Severity 2 issue is logged until such time as it is resolved. Outside of Business Hours Client will use reasonable endeavours to be available whilst a Severity 2 issue remains unresolved. Client will respond to 3B requests for additional information and implement recommended solutions in a timely manner Client will respond to 3B requests for additional information and implement recommended solutions in a timely manner Client will respond to 3B requests for additional information in a timely manner Response Time is the period from the time the Support Request was logged in the Support Desk until 3B responds to Client and/or escalation within 3B, if ap...
Number of Users Affected. The application failure affects a large number of users. The application failure affects a large number of users. n/a Workaround (carries the heaviest weighting of the characteristics for Severity 1 and 2) There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). Resolution Time (does not include CCFI time for deployment to production) Within ***. Within ***. Within ***. Business/Financial Exposure The application failure creates a ***. The problem device creates a ***. Work Outage The application failure causes users to be unable to work or perform some significant portion of their job. The problem device causes users to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.
Number of Users Affected. The application failure affects a large number of users. The problem device affects a small number of users. Workaround (carries the heaviest weighting of the characteristics for Severity 1 and 2) There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There is likely an acceptable workaround to the problem. Resolution Time (does not include CCFI time for deployment to production) Within four (4) hours. Within twenty-four (24) hours. Business/Financial Exposure The application failure creates a ***. Work Outage The application failure causes users to be unable to perform a minor portion of their job, but they are still able to complete most other tasks. Number of Users Affected The application failure affects a small number of users. Workaround (carries the heaviest weighting of the characteristics for Severity 1 and 2) There is likely an acceptable workaround to the problem. Resolution Time (does not include CCFI time for deployment to production) Next quarterly service pack release. A request for support will require the user to either call or email the eCash Help Desk. The following services are provided in response: Defined as activities associated with root-cause analysis and bug-fix isolation and resolution: Analysis of the root causes of problems. Problems will be reviewed to determine their root causes, measures will be taken to correct the sources of the problems, and reports will be prepared and distributed in a timely fashion. Defined as the emergency repair of any operation that does not comply with expected system operation. This includes system errors, “hung” or halted screens, or unexpected results within the system that render it unusable for the purpose for which it was designed. Ideas and requests for system enhancements will be formally logged and noted for consideration by eCash for inclusion in a future release.
Number of Users Affected. The service failure affects a large number of clients. The service failure affects a large number of clients. The service failure affects a small number of clients. The service failure may only affect one or two clients. Workaround There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There may or may not be an acceptable workaround to the problem. The Service Levels shall be as shown in the following table. Response Time Within one hour. Within four hours. Within eight hours or by next Working Day. Within eight hours or by next Working Day. Resolution Time The maximum acceptable resolution time is 24 continuous hours, after the initial response time. The maximum acceptable resolution time is five Working Days. The maximum acceptable resolution time is 30 Working Days. The maximum acceptable resolution time is 90 Days. The SERVICE PROVIDER’S service/help desk shall be operational between 08:00 and 18:00 on every Working Day. When a call is placed outside these hours, it shall be treated as having been made at the beginning of the next Working Day. The clock will stop at 18:00 and restart at 08:00 for every Incident raised. The “Response Time” Service Level will be calculated from the time the CUSTOMER raises a call with the SERVICE PROVIDER’s service/help desk until the time the call is responded to by email or telephone.. The “Resolution Time” Service Level will be calculated from the time the call is logged with the SERVICE PROVIDER’S service/help desk until the CUSTOMER advises the SERVICE PROVIDER the Incident has been resolved to the satisfaction of the business users. The SERVICE PROVIDER shall record as part of its service desk operations whether a call is a warranty item (for which there is no charge to the CUSTOMER). The parties shall work together in good faith to agree the classification of warranty and non-warranty calls. The compensation for failure to adhere to the Service Levels will be calculated quarterly based on numbers of logged Incidents that have breached the Service Levels. For every 5 Incidents the SERVICE PROVIDER will compensate with ¼ day service credit which can be utilised by the CUSTOMER against any professional service days or chargeable technical support. The calculations of service credits will be...
