Priority 4 Errors. The TSO will respond to reports of Error conditions brought to iManage’s attention by an ITR. With regard to Software, iManage may correct such Errors in a future version of the latest Supported Release.
Priority 4 Errors. Minimal business impact. Indicates the problem results in little impact on operations or a reasonable circumvention to the problem has been implemented. Requires immediate beWellnm notification with updates and resolution within an agreed-upon schedule between the Contractor and beWellnm (as defined by beWellnm). Help Desk call wait time - At least 99% of help desk calls are answered in 2 minutes or less (a call pickup system may be used) Support calls for Severity Levels 1&2 call back time - Contractor must respond back to beWellnm in 30 minutes or less from the time the support call was made.
Priority 4 Errors. The TSO will respond to reports of Error conditions brought to CiteRight’s attention by a Customer. With regard to Software, CiteRight may correct such Errors in a future version of the latest Supported Release.
