Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 Xxxxxxx, Xxxxxxxx Xxxxx 0 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days
Services and Monthly Support Case Report. Contractor shall (i) provide the Court with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Court Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Court for each Defect and the table set forth below rev 5-04-15 Severity Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Court or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth
Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. Severity Level 1 • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
Services and Monthly Support Case Report. Contractor shall (i) provide the AOC with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the AOC Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the AOC for each Defect and the table set forth in Table 1, Section 1 of Exhibit F, Service Level Requirements.
1. SEVERITY LEVELS Table 1: Description, Response and Resolution Severity Level Description Resolution Hours Response Period Resolution Period
Services and Monthly Support Case Report. Contractor shall (i) provide the Court with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Court Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Court for each Defect and the table set forth below
Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the RFP Number: RFP-CFCC-22-117RB Attachment 2 Severity Levels determined by the JBE for each Defect and the table set forth below [SECTION INSTRUCTIONS: modify provisions below as appropriate to meet JBE business and technical requirements]. Severity Level 1 • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. Severity Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below [provisions below subject to modifications as appropriate to meet JBE business and technical requirements]. Severity Level 1 • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
Services and Monthly Support Case Report. Contractor shall (i) provide the Judicial Council with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Judicial Council Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Judicial Council for each Defect and the table set forth below [SECTION INSTRUCTIONS: modify provisions below as appropriate to meet Judicial Council business and technical requirements]. MANAGEMENT & FEDERATED CONTENT STRATEGY RFP Number: IT-OPD-18-47-RB Attachment 2 Severity Level 1 • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Judicial Council or user is prevented from performing a task critical to the normal operation of the Judicial Council, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
