PRIORITY DEFINITIONS AND REQUIREMENTS Sample Clauses

PRIORITY DEFINITIONS AND REQUIREMENTS. The following priority level requirements will apply to all Production Support. This table applies to post launch or post release Deliverables Table 4.2.1 – Priority Level Requirements Priority Level Update Method Communication Requirements GlobalLogic Response and Resolution Times Priority 1 Priority 1 incidents are conditions that render the Service inoperative and the inability to use the Service has a critical effect on Client operations. This condition would typically impact the Client end users of the Service or cause a significant or adverse impact on the quality of the Services or other work provided to Client’s carrier. This type of condition requires immediate restoration and can carry significant associated penalties. Including but not limited to this incident level being attained include: • A complete outage of critical Service(s) • Loss of Service or functionality feature that affects a *** • A recurring anomaly impacting critical Service(s). • Inability to provision a Service E-mail and 7/24 by phone First update *** following the occurrence of the incident. Subsequent updates *** of the occurrence of the incident. GlobalLogic will update Client with the following information: Service affected; start time of incident; current status of repair; impact on Client or carrier; Description of critical Service or aspect of Client Service that is unavailable to Client customers; and estimated time of repair. Responding support personnel requirement is for the GlobalLogic offshore Development Lead who managed the end-to-end Services. If this person is unavailable, the GlobalLogic offshore Technical Program Manager will lead response and resolution. *** acknowledgement of incident to Client. Real-time collaboration with Client personnel. Status updates *** following the occurrence of incident. Response Time: *** acknowledgement of incident within *** of the incident in accordance with Section 4.6 below. Real-time collaboration with the appropriate Client personnel. Restore Time: Fix or workaround for the incident *** of the occurrence of incident. Resolve Time: Permanent Fix. Provide emergency patch or minor release in less than ***from occurrence of incident. *** This redacted material has been omitted pursuant to a request for confidential treatment, and the material has been filed separately with the Commission. Table 4.2.1 – Priority Level Requirements Priority Level Update Method Communication Requirements GlobalLogic Response and Resolution Times
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PRIORITY DEFINITIONS AND REQUIREMENTS. The following priority level requirements will apply to all Production Support. This table applies to post launch or post release Deliverables *** *** This redacted material has been omitted pursuant to a request for confidential treatment, and the material has been filed separately with the Commission. *** *** This redacted material has been omitted pursuant to a request for confidential treatment, and the material has been filed separately with the Commission. *** *** This redacted material has been omitted pursuant to a request for confidential treatment, and the material has been filed separately with the Commission. ***
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Related to PRIORITY DEFINITIONS AND REQUIREMENTS

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