Priority Levels. Client may request, and WellSky shall provide, reasonable technical consultation by telephone 24 hours a day, 365 days of a year. WellSky shall maintain a log of technical consultation requests in a tracking system and a unique number shall be assigned to Client’s request. That unique number shall be provided to Client for reference and communication. WellSky shall assign to technical consultation requests one of three levels of priority:
i. Level 1 is the most severe Program Error and represents a situation where all features and functions of the Licensed Software are unavailable and no practical alternate mode of operation is available. WellSky shall use commercially reasonable efforts to answer or return Xxxxx 0 calls within four (4) hours.
ii. Level 2 indicates a problem in which certain features and functionality are not available and no practical alternate mode of operation is available. Priority 2 requests will be assigned to the next available programmer.
iii. Level 3 is the normal next-in-line priority assignment. Priority 3 requests will be worked on in the order in which they are received.
Priority Levels. Each support issue will be assigned a priority code based on the nature of the failure. Refer to Table 1. For purposes of this Schedule 9.2(b), a failure is a system condition or event that leaves the system in a state where it is performing a level lower than the performance level at the time of system acceptance. Performance is defined primarily by stability, responsiveness, and usability. Prioritization is driven by the nature of the incident as it relates to stability, responsiveness, and usability. For the purposes of this Schedule 9.2(b), these key terms are defined as follows: Stability - the availability of the system and all of its functions Responsiveness - the timeliness with which the system responds to user requests Usability - the degree to which the system is easy for the user to navigate and interact with the system
Priority Levels. In the event that a Services-affecting issue is detected by Okta or reported by Customer, Okta shall, in its reasonable discretion, categorize the Priority Level pursuant to the criteria below. 1 A Services failure or severe degradation. Customer is unable to access any business resources. Services are down and not accessible by users; Services are slowed to such a degree that multiple users cannot log in, resulting in consistent “page not found errors” or similar.
Priority Levels. Table 4.2.1 will determine the priorities and corresponding resolution and response times for incidents. Incidents that are not immediately resolved upon notification to GlobalLogic by Client or upon GlobalLogic becoming aware of the incident, will be prioritized and resolved in accordance with Table 4.2.1.
Priority Levels. Support inquiries will be prioritized based upon the time it was received and its severity, as described below:
Priority Levels. 4.1 FluidStack may, acting reasonably, initially allocate the priority level of a service issue. Third-Party Provider may, provided it acts reasonably, reallocate the service issue to a lower priority level at its discretion.
4.2 The priority levels are as follows:
(a) Critical: total system inoperability;
Priority Levels. The severity levels shown in the table above are defined by Xxxxx’x published Priority Classification Guidelines RESOLUTIONS
Priority Levels. The KCFC Technology Services Department uses the following guidelines in prioritizing problems. Problems reported to the KCFC Technology Services Department will be identified as “critical” if the issue meets any one of the following criteria: • Significant risk to safety, law, rule, or policy compliance • Significant number of agency people affected • Significant agency impact that threatens immediate productivity • Significant risk to the public service mission of the agency • Significant risk to the public image of the agency • Security of system, network or data is compromised • Network infrastructure outage • Issue is time-sensitive To ensure the best service possible the following priority levels have been defined based on impact and urgency: Priority 1 – Critical Priority 2 – High Priority 3 – Normal Priority 4 – Project Priority 1: Critical This priority is designated for major business impact regarding county-wide critical systems fault or outage with no workaround resulting in complete loss of core business systems. Critical Incident causes immediate and significant disruptions affecting critical life safety or business transactions services. A Priority 1 incident is one that impacts the entire agency’s ability to perform critical business functions. Examples of Priority 1 issues include but are not limited to: • Agency user(s) are completely unable to perform their job functions • Problems with lifesaving hardware and software for Fire and Security systems that pose a significant risk to life and safety • Critical business applications and databases are not functioning • County wide loss of access to Internet • Complete Data or Communications Network Failure Priority 2: High This priority is designated for a significant agency impact with no workaround resulting in significant loss or degraded services. System operations can continue in a restricted mode. High incidents cause immediate and significant disruption but do not affect critical life, safety, and business transactions. An agency or individual’s ability to perform a critical function is in jeopardy or unavailable but a workaround is or can be established within a reasonable time. Examples of Priority 2 issues include but are not limited to: • Set up of new user accounts when the proper information has been submitted • Work stoppage affecting a single user • Assisting multiple users that have lost print capabilities • Assisting with password resets and locked accounts Priority 3: Normal ...
Priority Levels. HWML will establish the priority level of each reported Support Request that Broker refers to HWML for assistance. The priority level of each reported Support Request shall be classified in accordance with the following definition (the “Priority Level”): Priority Level Error Definition/Condition
Priority Levels. Xxxxxx will assign the reported issues to relevant response times according to the following matrix: Critical Priority 1 Critical issues signify the highest level of severity and demands immediate attention. It refers to a problem that significantly hinders or completely prevents the normal operation of the system or service. High Priority 2 High-level issues indicate significant disruptions or limitations in system performance, functionality, or services. Normal Priority 3 These issues typically refer to minor malfunctions, inconveniences, or deviations from expected performance, which do not significantly impact the overall functioning or safety of the system or process.
