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. Red - An Error due to Mark43’s systems that results in the inoperability or substantial impairment of a core function for the majority of Subscriber’s Authorized Users, provided there is no feasible workaround. Examples include: Authorized Users cannot access the Application; CAD units cannot be dispatched; reports cannot be created. • Orange - An Error due to Mark43’s systems that results in the inoperability or substantial impairment of a critical workflow for the majority of Subscriber’s Authorized Users, provided there is no feasible workaround. Examples include: significant lagging/slowness; inability to process persons in custody; inability to export reports or cases for same or next day court deadlines; inability to submit reports.
Priority Definitions. Incident Priority Description Definition Priority 1 Service is inoperative or has a catastrophic error Fatal error or mission-critical problem resulting in unavailable or seriously degraded Service, affecting all users. Priority 2 Severe loss of functionality A critical portion of the Service is inoperative and key functions cannot be performed, affecting a large number of users. Priority 3 Individual functionality not working Service has encountered a not immediately critical problem or error. Non-time critical problem that is usually related to user experience.
Priority Definitions. Description Service Desk Provide a single point of contact for rapid restoration of services, and fulfil requests for IS services. • Receive and record all inquires and incidents from users • Provide an initial assessment of incidents and attempt to resolve on the first call • Should a call back be required, coordinate communications • Keep the user informed of progress relating to incidents and service requests • Escalate unresolved incidents to higher levels of IS support as required Service Expectation Level There are three levels of support provided under this agreement. These levels, which are integrated into the IS support process, are defined as follows: 1st Line: Incident Management —This is first line support provided by the global service desk when it receives a call request from a user. If this level of support cannot resolve the incident, the request is passed to the 2nd line support, these are infrastructure/application support specialists. 2nd Line: Incident Management —This is support provided by the infrastructure and application support teams or subject matter experts (SMEs). This support level is to provide a resolution or workaround for the user. Where a workaround is in place the incident is closed and passed onto the next line of support or Problem Management (To be defined in PM Procedure). 3rd Line — This level of support performs root cause analysis to resolve the problem. This level of support can also be provided by 3rd party support team wherever there is a dependency on the supplier.
Priority Definitions. High Priority : This would typically be an issue that has caused down time for staff e.g Server, Internet, Email, MS Office or accounting software. Medium Priority : This would be a problem which is affecting software or hardware but not causing any downtime e.g a report in Sage looks incorrect once printed. Low Priority : Not urgent call such as moving a printer from one location to another. All services request calls will be logged on the SovleIT call logging system which is held on the SolveIT server. A response to the services request will be made either immediately via telephone or within 2 working hours via email. The priority of the call will be ascertained at the point of initial contact. For large scale non urgent projects, agreements can be made between both parties on reasonable timescales for development and implementation.
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. P1 - Priority 1: Critical Problem. Use of the Entertainment Portal Service service or key function thereof is widely stopped or so severely impacted and no known, viable workaround exists. No useful work can be done. Most common operations fail consistently. P1 Problems have one or more of the following characteristics: • Widespread System Issue. There is severe performance degradation, causing waits for resources or response of longer than 120 seconds, as if the system is hanging. • Critical functionality is not widely available. The Entertainment Portal Service or a key function thereof is impacted across the non-XXX aircraft utilizing the Entertainment Portal Service. Note: A Customer contact (direct phone, cell phone and email) must be available in Priority 1 situations to provide information required for problem diagnosis and to test/confirm the resolution.
