Priority Levels and Resolution Targets. The priority of a problem determines the targeted initial response times by eRx. eRx will determine the priority of each case. All response times are during the Business Hours of operations (see Method of Contact). It may not be possible to resolve a problem during the stated resolution times. For example, this happens when additional information is needed or different expertise is required to resolve the problem. In these instances, the Support Specialist will update the IT Vendor periodically in accordance with the following table, and eRx will work to resolve the problem during Business Hours of operation.
Priority Levels and Resolution Targets
