Common use of Priority 1 Clause in Contracts

Priority 1. A “Priority 1” condition is any failure caused by a System Deliverable or by Contractor’s performance of Services that precludes all work from being done on a computer system or that materially impairs a major function of a computer system or software. Nonexclusive examples include system crashes, database-wide information corruption, and incorrect writing of critical fields. Priority 1 conditions are the highest in severity, for which District shall receive a response within one hour from Contractor’s project executive or his or her designee, and a correction within four hours. If a Priority 1 condition cannot be corrected within four hours, then: (i) after four hours, Contractor’s project executive will notify Contractor’s on-call support team, who will immediately commence efforts to remedy the problem; (ii) after eight hours, Contractor’s national sales manager and operations manager will become involved and will identify and deploy the resources necessary to correct the problem; and (iii) after twelve hours, Contractor’s president will become involved, and, if necessary, Contractor will dispatch a team to District’s location to correct the problem.