Priority Definitions. Each support request shall be assigned a priority on receipt by Risk Ledger: • Priority 1: o The issue or failure is causing immediate critical and significant impact on major business functions for the Organisation. There is no possible workaround. • Priority 2: o The issue or failure is causing critical and significant impact on major business functions, but there is a workaround available; or o The issue or failure will imminently cause critical and significant impact on major business functions for the Organisation. There is no possible workaround; or o The issue or failure is causing critical and significant impact on non-core business functions, and there is no possible workaround. • Priority 3: o The issue or failure is causing an impact on non-core business activities for the Organisation, and a workaround is available. • Priority 4: o The issue or failure has limited impact or the impact is minimal and a workaround will be provided within the next calendar month.
Priority Definitions. All Service Requests will be allocated a Priority and agreed with the Buyer based on the following criteria: Priority A - Urgent Those Incidents that have a major and immediate impact on a key business function, rendering it, or them, inoperable. Typically users cannot continue a business function or operation. Priority B - High Those Incidents not having an immediate impact on a key business function but that are not functioning properly. Typically users can continue a business function or operation but with difficulty. Priority C - Normal Those incidents where users can continue a business function or operation but an improvement is required. Priority D - Low Minor or cosmetic problems with systems or service. The service is not materially affected.
Priority Definitions. Level Definition Examples P1 A service failure or severe degradation. Issue that severely impacts the use of PassFort production services impacting Client’s business operations and no workaround exists. • Service is down and not accessible by users. • Data loss or corruption. • A critical feature is unavailable. P2 A partial service failure or degradation. A regression in functionality that impacts a large part, but not all of the use of PassFort production services. • Service is accessible, but is running slower than expected and significantly impacting the Client’s ability to onboard customers. • An important feature is unavailable across the whole system, but a workaround exists. • Checks are failing with a particular data provider and no failover is configured. P3 Minor service impact. A regression in functionality that impacts some of the use of PassFort production services. • One user is not able to access a business application. • Checks are failing for fewer than 25% of profiles or jurisdictions. • An important feature is unavailable for particular profiles. P4 Minor service impact or feature enhancement request. Non-critical bug. • Non-critical features are unavailable. • Questions on how to undertake certain actions within PassFort. • Feature enhancement requests.
Priority Definitions. Priority Definition P1 Licensee’s Software Programs or Appliance are experiencing consistent, measurable performance impact with no immediate resolution available. P2 Licensee's Software Programs or Appliance are experiencing intermittent failure or degradation. The Software Programs or Appliance are operational but some of the functionality or performance of a component or portion thereof is degraded. P3 Licensee is experiencing issues that do not affect the normal operation of the Software Programs or Appliance and/or has questions concerning Software Programs or Appliance functions or use.
Priority Definitions. Emergency: Issues that cause the Client's website or online platform to be completely unavailable or critical functionality to be completely unusable. • High Priority: Issues that cause significant disruption to the Client's website or online platform or critical functionality to be unusable. • Medium Priority: Issues that cause some disruption to the Client's website or online platform or critical functionality to be less usable. • Low Priority: Issues that cause minor disruption to the Client's website or online platform or critical functionality to be slightly less usable.
Priority Definitions. (In addition to the following criteria, input from caller should be considered in assigning priority – for example, is caller working to meet a critical deadline and faces missing it because of the issue)
Priority Definitions. (In addition to the following criteria, input from the caller should be considered in assigning priority – for example, is the caller working to meet a critical deadline and faces missing it because of the issue) Urgent Business-critical production outage Prevents multiple people from doing their work Impacts user identified as a VIP Impacts an entire site, facility or application No acceptable work-around High Affects non business-critical process Prevents multiple people from doing their work Ability to conduct work is extremely impacted No acceptable work-around OR Affects business-critical process Prevents one person from doing work Ability to conduct work is extremely impacted No acceptable work-around Medium Affects non business-critical process Prevents one person from doing work May be an acceptable work-around Low Affects non business-critical process Acceptable work-around is available Scheduled Work / Maintenance / user need for training Minor inconvenience
Priority Definitions. (a) P-1: Failure of DAS is greater than 50% and affecting multiple carriers, and there is no temporary workaround. Vendor (Proteus) will provide 24x7 support and resources to evaluate alternative temporary work-around solutions and permanently solve root cause of problem as expeditiously as possible. Status updates will be provided hourly or less often as requested by TAMU. Examples include: Head-end room power failure to complete DAS, total fiber failure within head-end room, total fiber failure within MDF.
Priority Definitions. 5.3.2.1. Priority One is an issue that severely impacts Customer’s use of the Anchore Software in a production environment (such as loss of production data or in which Customer’s production systems are not functioning or disrupted). The issue causes a halt in Customer’s business operations for which no procedural workaround exists.
Priority Definitions. A Priority 1 Issue occurs when the Appian Software is down in a production setting and no workaround exists, or the workaround is not feasible to implement due to the impact on Customer’s business.
