Severity Levels and Response Times. For any issue reported or Support request made to Mercatus during the Term of this Agreement, Mercatus will make commercially reasonable efforts to provide an initial response, replicate the issue and resolve such issue or provide support for the request in a timely manner. Each Support request is assigned a priority based on the severity of the support request. The severity is determined by: • Users ability to use the software to execute the intended business function; • The extent to which the User is unable to perform that function; • The impact on the business of not being able to perform that function as well as the standard use of the function as designed by Mercatus. Support request priorities are: • Critical: Production services down or major malfunction resulting in a product inoperative condition. Users are unable to reasonably perform their normal functions. • High: Critical loss of platform functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The platform is usable but severely limited. • Medium: Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation/not impacting production. • Low: Minor loss of application functionality, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions.
Severity Levels and Response Times. The following are a description of the service levels and the service level response times:
Severity Levels and Response Times. Flexera will reasonably prioritize support requests from Customer according to the severity levels set forth in the table below. Flexera will endeavor to provide a response to Customer’s request for technical support assistance per the applicable severity level, which will be measured from assignment of a case number (the “Initial Response”). As used herein, Initial Response will mean Flexera’s confirming receipt of an error from Customer verifying the details of such error, and delivering to Customer, if applicable, (a) a list of additional information reasonably required by Flexera, and (b) a description of the assistance reasonably required by Flexera from Customer to assist in the evaluation of the report and diagnosis of the error or symptoms. An “Action Plan” is the initial diagnosis by Flexera of the errors or symptoms and identification of the schedule that Flexera expects to work towards in pursuit of resolving the identified problem. For clarity, Flexera does not commit to resolving every error; Flexera will determine in its sole discretion whether to provide a resolution to the issue or a temporary workaround for the issue as it deems appropriate. 1 – Critical Production use of the SaaS is stopped or so severely impacted that authorized end users cannot reasonably use it. Flexera will work continuously to resolve the support request until the support request is closed. 0.5 Support Hours Once every eight (8) Support Hours until Action Plan is established 2 – High Major SaaS documented features are unavailable with no workaround. Use of the SaaS can continue; however, productivity is significantly decreased. Flexera will work continuously to resolve the support request until the support request is closed. Two (2) Support Hours Once every eight (8) Support Hours until Action Plan is established 3 – Medium Major SaaS documented features are unavailable, but a workaround is available, or less significant SaaS documented features are unavailable with no reasonable workaround. Eight (8) Support Hours Once every forty (40) Support Hours until Action Plan is established 4 – Low User requests information about the SaaS or an enhancement to the existing SaaS specifications. Use of the SaaS is available without being materially and adversely impeded. Forty (40) Support Hours Once every forty (40) Support Hours until Action Plan is established
Severity Levels and Response Times. Sev Level Condition Initial Follow-up* Update Frequency 1 Critical: A critical SAS NC HealthConnex production system is down or does not function at all, and there is no circumvention or workaround for the problem; a significant number of users are affected, and a production business system is inoperable. 30 minutes Every day 2 High Severity: A component of SAS NC HealthConnex is not performing, creating a significant operational impact. There is no circumvention/workaround for the problem. 1 hour Every 2 business days** Note: All Severity 1 and 2 issues occurring outside 8 am to 8 pm ET must be submitted via phone to guarantee response times listed. 3 Medium Severity: A component of SAS NC HealthConnex is not performing as documented; there are unexpected results; a workaround is available; there is moderate operational impact. 2 hours*** Every 3 business days 4 Low Severity: No operational impact to NC HealthConnex 1 day*** As agreed upon * For problems that are assigned to a Technical Support consultant, initial follow-up is defined as the time between when the problem is initially reported and the specialist contacts the customer. For problems that require further research by the consultant who initially received the problem, initial follow-up is defined as the time between the initial contact with the consultant and a follow-up call. ** Follow-up as agreed upon by Customer Management and SAS Technical Support Management *** Does not include weekend or other non-business days Please send all email requests or issue communication to XXXXxxxxxx@xxx.xxx. • Your email will go directly to the SAS NC HealthConnex Technical Support Team, a new issue Track will be created, and a 10-digit Track number will be assigned/emailed to you. This 10-digit Track number is important and should be used in all on-going issue communication. • You can update an existing Track by sending the existing 10-digitTrack number in the subject line to XXXXxxxxxx@xxx.xxx or by replying to the new Track confirmation email you receive. All members of the SAS NC HealthConnex support team are immediately notified when a Track is raised in this manner, as is the Analyst who is currently assisting you. • Verify that any email SPAM software will not block our e-mail responses (from either XXXxxxxxxx@xxx.xxx or xxxxxxxxxxxxxxxx@xxx.xxx) • Please be detailed in your problem description by including the following information: o Steps to reproduce and demonstrate the issue o Results the user rec...
Severity Levels and Response Times. For any issue reported or Support request made to Mercatus during the Term of this Agreement, Mercatus will make commercially reasonable efforts to provide an initial response, replicate the issue and resolve such issue and resolve such issue or provide support for the request in a timely manner. Each Support request is assigned a priority based on the severity of the support request. The severity is determinedby: • Users ability to use the software to execute the intended business function; • The extent to which the User is unable to perform that function; • The impact on the business of not being able to perform that function as well as the standard use of the function as designed by Mercatus. Support request priorities are:
Severity Levels and Response Times. Severity Description
2 A question related to a perceived reduction of service in a core function of the Software. 3 A question relating to the usage of the Software or a related to a perceived reduction of service in a non-core function of the Software.
Severity Levels and Response Times. For all issues at each severity level, ThinKom shall respond as identified below.
Severity Levels and Response Times. It is anticipated that problems detected with the Falcon system will be identified and communicated from Cendant. Each problem reported to the Falcon Software Support Staff will be given a severity level by appropriate Falcon Software Support Staff. The severity level is determined depending upon the nature of the problem, as described below. In the event that Cendant reasonably disputes any severity level assigned by the applicable Falcon Software Support Staff (and in the event that the dispute cannot be resolved immediately to Cendant's reasonable satisfaction and approval), the severity level shall be adjusted to a level that is acceptable to Cendant. The following Severity Level matrix has been established for problems reported to the Falcon Software Support Staff. Each problem, depending upon its nature, should be tagged by the support person receiving the call with one of the following severity levels. This information is to be recorded in the problem management system as identified by Top Producer and reasonably approved by Cendant. The level of severity will, in turn, have a maximum response time service level set for it as described in the following matrix. The response times are the times in which the Falcon Software Support Staff shall provide a verbal status report and an estimated time for resolution (ETR), with all steps identified to correct the problem to Cendant Management. Notwithstanding the foregoing, the Falcon Software Support Staff shall use commercially reasonable efforts to resolve any and all problems referred to the Falcon Software Support Staff in accordance with the cure periods set forth below. The Falcon Software Support Staff shall escalate problems to both Cendant and Top Producer management if the Falcon Software Support Staff believes that it will not be able to comply with the cure periods set forth below.
Severity Levels and Response Times. This section provides guidelines that the Relativity Support Team uses to assign a severity level to Client’s problem. Relativity will assign Severity Levels to issues as they are received, but reserves the right to reclassify the Severity Level at its reasonable discretion.
a. Severity 1 – Catastrophic. System is not operational and no work can take place in the production environment. Catastrophic Severity will be assigned when a production failure results in a debilitating impact to business operations. With all Catastrophic issues, an initial response can be expected as provided in Section 9 and will include the original support requestor, as well as the appropriate account and Client support leads. Client’s technical staff and Relativity will dedicate staff to work on the problem until resolved. Continual status updates will be provided until the issue has been resolved.
b. Severity 2 – Critical. System is operational; at least one mission critical function or one entire case is not operational. Critical Severity will be assigned when a critical service interruption or degradation is encountered which creates difficulty but not total impairment in business operations. For Critical Severity issues, an initial response can be expected as provided in Section 9 and will include the original support requestor, as well as the appropriate account and Client support leads. Client’s technical staff and Relativity will work continually on the problem during normal business hours unless otherwise agreed upon to resolve the issue. Continual status updates will be provided until the issue has been resolved.
Severity Levels and Response Times. Upon report of a problem with the Service, a Supplier representative will acknowledge the report by issuing a confirmation, either by phone or email, and the Supplier will assign a Severity Level to the problem based on the type of issue reported, according to the following schedule: Table 1: Service matrix
