Service Priority Levels. The MediaTech Desk is committed to making every effort to resolving issues at the time of the service request. If an issue cannot be resolved at the time of request, it will be given a priority level. Requests will be handled according to the priority assigned to them by the MediaTech Desk. Response time commitments are meant to note the maximum time interval in which the customer will be contacted by the IT technician. It is not meant to be an indicator of the problem resolution timeframe. Resolution times will vary based on problem specifics.
Service Priority Levels. IT&S staff will make every effort to resolve issues at the time of the service call. This will be the initial method for resolving issues. If a resolution cannot be provided remotely or over the phone, the technician will schedule an appointment for the staff or faculty member to come to the Help Desk, L-110, on campus. IT&S staff will log and assign priorities for all requests not resolved at the time of the call, based on specific definitions. Requests will be handled according to the priority of the request, as determined by IT&S. The following table briefly describes the priority levels assigned to requests for hardware/software problem resolution with associated response and estimated resolution times/goals. While every effort will be made to resolve all issues immediately, circumstances may delay remediation or repair. In such cases, a resolution path and approximate time frame will be determined and communicated. During traditionally busy times, such as the first 2 weeks and last week of a semester, response times may be longer than normal. IT&S staff will inform callers if a delay is to be expected. See Service Priority Level diagram page. Priority Escalation If a service request is not being addressed in accordance with this SLA
Service Priority Levels. Service Target Levels Priority Days of Service Hours of Service FCB (First Call Back) Restore/Resolve Definitions
Service Priority Levels. Determining the priority of an issue is within Our sole discretion; however, to give You an idea of what to expect, priorities are generally assigned as shown in the Client Handbook. If You wish to move a Service Request up to a higher priority than it would normally be assigned, You may request an “Emergency Upgrade” by following the instructions outlined in the Client Handbook. All Emergency Upgrades are treated as Critical Priority Issues and are billed at our emergency rate, separately and in addition to any Monthly Managed Service Fees and other applicable charges. We also reserve the right to amend Our service priority levels by providing You a revised list via the Client Handbook or other similar policy document issued by Us.
Service Priority Levels. PRIMAL will respond to Service Requests based on the following Priority Levels: 1 PRIMAL Software is unusable and the Licensee cannot conduct business; failure of a major process that prevents Licensee from conducting its normal business. (e.g., provide real-time call processing, or run mission critical PRIMAL Software). [***] [***] [***] 2 Severe loss of functionality to a group of users or to a single user running a business-critical operation. [***] [***] [***] 3 Inconvenient situation whereby the PRIMAL Software is usable, but does not provide a function in the most convenient or expeditious manner. [***] Notification within [***] regarding intended action [***] 4 Minor Software problem that does not prevent Licensee from doing their work. [***] Notification within [***] regarding intended action N/A [***] Confidential portion omitted and filed separately with the Securities and Exchange Commission. Primal/TWC Schedule 4 to MSLA December 11, 2002
