Resolution Targets and Priority Levels Sample Clauses

Resolution Targets and Priority Levels. MMI will prioritize resolution of Defects according to their severity, and not necessarily based on the order in which they were reported. Defects reported in Support Requests shall be classified using the priority levels and definitions set forth in the Table 2.12 (Priority Levels), below. Although Client is required to propose a priority level in its Support Request, MMI may reclassify the priority level of a Defect in its sole reasonable discretion, and such determination by MMI shall be final and controlling. MMI shall use its best commercially reasonable efforts to cure Defects within the target resolution times set forth in Table 2.12 (Priority Levels), which periods of time shall commence when a Support Request containing all Minimum Required Information is submitted. MMI shall have no obligation to respond to or resolve a Support Request (other than notifying Client that the Support Request is incomplete) unless and until all Minimum Required Information is provided. “Priority Levels” are defined in the following Table 2.12 (Priority Level TABLE 2.12 PRIORITY LEVELS Priority Description Target Resolution Time High: Complete outage or severe impact to Client’s business function A Defect is High priority if it (a) prohibits utilization of some or all functionality of the eSOPH System by all or most Authorized Users or Applicants; (b) has a serious potential impact to Client’s business (e.g., an impacted business function is halted completely); and (b) no reasonably effective workaround is available. 24 hours Medium: Partial outage or a workaround available A Defect is Medium priority if it has a moderate impact on Client’s business or it has a potentially serious impact but a reasonably effective workaround is available. For example, a Defect would have Medium priority if it only a small group of Authorize Users or Applicants are affected, or an impacted business function is not halted completely but is merely inconvenienced, or the issue can otherwise be circumvented by a reasonably effective and available workaround (e.g., use of a different web browser), other work functions can be completed in the meantime. 3 Business Days Low: Cosmetic Issue, cosmetic defect A Defect is Low priority it is merely cosmetic or has a negligible impact to Client’s business functions, or other work functions can be completed in the meantime. 10 Business Days
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