Priority 3. Any condition that constitutes a non-material defect or error in one or more functions that a System Deliverable is warranted to perform is a “Priority 3” condition. Nonexclusive examples include minor bugs and annoyances. Priority 3 conditions are the least severe. For Priority 3 conditions, District shall receive a response within 48hours from the time Contractor is notified. Contractor shall use reasonable efforts to correct Priority 3 conditions within three weeks. There is no escalation policy for a Priority 3 condition.
Priority 3. An Error, Defect or Malfunction which causes only a minor impact on the use of the Software.
Priority 3. (Minor) Any condition that results in the Post View system performing at less than optimal performance. This includes; slow performance during administration, recording, and replay, 1 or more voice communications lines down, 1 or more IVR workstations down, disk space reaches 85 percent of capacity, any other trouble that results in degradation in performance. Restoration will occur as fast as humanly possible with an objective of 3 hours or less. BUG TICKET CLASSIFICATION
1. Priority 1: (Critical) Any code error or violation in the Interactive Telesis developed applications or databases that results in the Post View system being unavailable. Repair will occur as fast as humanly possible with an objective of 15 minutes or less.
2. Priority 2: (Major) Any code error or violation in the Interactive Telesis developed applications or databases that results in the Post View system operating at a reduced capacity. Repair will occur as fast as humanly possible with an objective of 1 hour or less.
Priority 3. (Minor) Code errors or violations in the Interactive Telesis developed applications or databases that should be fixed to enhance service or improve performance. Repair will occur according to a scheduled implementation plan after a significant amount of testing has occurred.
Priority 3. Any regular BASRP employees whose hours were reduced 29 through a voluntary reduction that resulted from a layoff process shall be offered hours 30 equivalent to those reduced hours in addition to their regular hours, if such hours are 31 available.
Priority 3. A Priority 3 incident corresponds to a Priority 2 incident with the difference that the incident has low urgency.
Priority 3. Any condition that constitutes a non-material defect or error in one or more functions that a System Deliverable or Final Deliverable is warranted to perform is a “Priority 3” condition. Nonexclusive examples include minor bugs and annoyances that do not corrupt data or render information technology systems, data, or applications unusable or inaccessible. Priority 3 conditions are the least severe. Contractor shall begin working to provide a reasonable resolution for a Priority 3 condition within forty-eight (48) hours, and shall use commercially reasonable efforts to resolve all Priority 3 conditions that are either reported to Contractor within three (3) weeks of receipt of notice thereof.
Priority 3. A Defect which causes only a minor impact on the use of the Tyler Software.
a) Director of Support Services
b) Vice President of Client Success
c) Senior Vice President/COO
Priority 3. A cosmetic error that does not stop a user from completing a task, but does not work as would be expected. -------------------------------------------------------------------------------- PhoenixSoft, Inc. Support Agreement -4- Initial: Licensee____ Licensor____ -------------------------------------------------------------------------------- [PHOENIXSOFT LOGO OMITTED] --------------------------------------------------------------------------------
