Problem Correction Priorities. For each Deficiency reported by the County to Contractor, the County will assign the Severity Level to that Deficiency. For each Deficiency discovered by Contractor by its own problem monitoring system, Contractor will initially assign that Deficiency’s Severity Level in consultation with the County. Following a report of a Deficiency from the County, Contractor must respond back to the County within the prescribed “Service Response Timeframe” and resolve each such Deficiency within the specified “Service Resolution Time” as specified in the table below. Following the report of a Deficiency by Contractor, Contractor must resolve each such Deficiency within the specified “Resolution Time” based on the Severity Level agreed-to by the parties. Resolution times for correction of Deficiencies reported by the County will start tolling when the County first notifies Contractor of a Deficiency by telephone or as otherwise specified herein, including Contractor’s Customer Support, and will end when the County determines that the Deficiency has been resolved. Conversely, resolution times for correction of Deficiencies reported by Contractor to the County will start tolling when Contractor first notifies the County of a Deficiency by telephone or as otherwise specified herein, including Contractor’s Customer Support, and will end when the County determines that the Deficiency has been resolved.
Problem Correction Priorities. County shall assign one of the Severity Levels specified below to each incident of Deficiencies reported by County to Contractor's Global Service Center/or entered in Contractor's incident tracking system. Following report of a Deficiency from County, Contractor shall respond back to County within the prescribed "Response Time" specified below, and maintain communication regarding progress on problem resolution as specified below. SEVERITY LEVEL DESCRIPTION OF DEFICIENCY FIRST RESPONSE TIME FURTHER UPDATES TO COUNTY 1 - Alert Issue affecting entire Upgrade Software Upgrade Software down Potential direct patient care affected Data integrity at risk Management attention required Immediate Immediate and continuous 2 - Critical Widespread Upgrade Software unavailability – Upgrade Software is down or any module of Upgrade Software is completely or functionally inoperable. System operating in degraded state Financial impact Within 20 minutes for requestsmade during business hours (8:00 a.m. to 8:00 p.m. PST) and within thirty (30) minutes for requests made at other times Daily untilresolved 3 – High Problem that substantially degrades performance of any Upgrade Software component or materially restricts business restricts use of one or more modules or features of Upgrade Software to perform necessary business functions, but not entire Upgrade Software. Data entry or access is materially impaired on a limited basis. operations are severely impacted. Within four (4) business hours Weekly untilresolved 4 – Medium A problem that causes only a minor impact on the use of the Upgrade Software. The problem can be easily circumvented. The problem can cause some functional restrictions, but it does not have a critical or severe impact on operations. Within eight (8) business hours Weekly untilresolved 5 – Low This is a low impact problem and is not significant to operations A request for assistance, information, (e.g., general “how to”) and informational Upgrade Software questions. Within 16 business hours As available ornegotiated
Problem Correction Priorities. For each Deficiency reported by the County to Contractor, the County will assign the Severity Level to that Deficiency. For each Deficiency discovered by Contractor by its own problem monitoring system, Contractor will initially assign that Deficiency’s Severity Level in consultation with the County. Following a report of a Deficiency from the County, Contractor must respond back to the County within the prescribed “Service Response Timeframe” and resolve each such Deficiency within the specified “Resolution Time,” as shown in the below table. Resolution Time for correction of Deficiencies will start tolling when the County first notifies Contractor of a Deficiency by telephone or otherwise as specified herein, including Contractor’s Customer Support, and will end when the County determines that the Deficiency has been resolved. Severity Level Description of Deficiency (any one of the following) Service Response Timeframe Resolution Time 1 – Critical Solution is down (Unscheduled Downtime) or is practically down (e.g., extremely slow Response Time) or does not function at all, as determined by the County. There is no way to circumvent the problem; a significant number of County Users are affected. A production business system is inoperable. One hour Resolve Incident or formulate reasonable workaround within four consecutive hours. 2 – Severe A component of the Solution is not performing in accordance with the Specifications (e.g., reporting module not functioning), creating significant County business impact, its core functionality is not available or one of Solution Requirements is not met, as determined by the County. Four hours Resolve Incident or formulate reasonable workaround within eight consecutive hours. 3 – Moderate A component of the Solution is not performing in accordance with the Specifications but there is a reasonable workaround; there are unexpected results, moderate or minor operational impact, as determined by the County. One day Resolve Incident within fourteen consecutive Days. 4 - Low This is a low impact problem and is not significant to operations or is related to education (e.g., general “how to” and informational Solution software questions, Documentation requests, understanding of reports or general “how to” create reports), as determined by the County. Two days Next Version Release or six months unless otherwise agreed to by the County and Contractor.
