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 Times 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. 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: PRIORITY DESCRIPTION INITIAL RESPONSE * TURN-AROUND * PERMANENT FIX 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 Primal/TWC Schedule 4 to MSLA
Service Priority Levels. Service Target Levels For each priority, service level targets apply, i.e. there is a target time to provide a ‘First Call Back’ (FCB) to the customer, and resolve each call within, depending upon its priority. The service level targets for each priority level are as below: Priority Days of Service Hours of Service FCB (First Call Back) Restore/Resolve Critical 7 Days 24 Hours 45 mins 4 hours Urgent 7 Days 24 Hours 4 hours 2 business days Standard Mon-Fri 07:00-17:00 1 business day 5 business days Low Mon-Fri 07:00-17:00 2 business days 10 business days Definitions
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. Response time commitments do not promise a complete resolution within the stated time frames. Rather, the time commitment is meant to indicate the maximum time interval in which the faculty or staff will be contacted by the technician assigned to the ticket. Every effort will be made to immediately provide resolution to the issue/ticket request. If an immediate resolution is not available, interim solutions may be suggested and made available. Additionally, IT&S will make three (3) attempts to contact the faculty or staff over the course of 7 to 10 business days via submitted service request, email, or telephone, if follow-up or additional information is required. The attempt timeframe restarts upon acknowledge or response. However, during this timeframe if no response or acknowledgement is provided or solution not verified, the ticket will be closed. See Service Priority Level diagram page. Priority Escalation Response time commitments do not promise a complete resolution within the stated time frames. Rather, the time commitment is meant to indicate the maximum time interval in which the constituent will be contacted by the technician assigned to the ticket. Every effort will be made to immediately to provide resolution to the issue/ticket request. If an immediate resolution is not available, interim solutions may be suggested and made available. H...
