Software Support Response Time Targets Sample Clauses

Software Support Response Time Targets. All requests for software support will receive a response from a Customer Support analyst within 2 hours of the initial request. The first step will be assigning the call a Severity according to the following criteria, which will determine the response priority. • Severity 1 – the system is down, is losing/corrupting data, or is effectively unusable for its primary purpose of providing an electronic patient record. • Severity 2 - a major feature of the system is not working that significantly impacts business or clinical operations. • Severity 3 - a less important part of the system is not working or the problem only occurs under very infrequent circumstances. The application and overall system are still usable and the operational impact of the problem is minor. • Severity 4 – a very minor problem having no operational impact. Response for Severity 1 problems: Customer Support staff will work to resolve the problem when contacted 24x7. The solution may involve a configuration change, operational change, or software patch. You will be notified immediately upon any significant progress towards a resolution by the Customer Support analyst and provided a summary executive status report by the Customer Support Manager. Response for Severity 2 problems: Customer Support staff will work to resolve the problem when contacted 24x7. The solution may involve a configuration change, operational change, or software patch. You will be notified upon any significant progress towards a resolution by the Customer Support analyst. Response for Severity 3 problems: We will consider for resolution these issues in the next scheduled maintenance release or an upcoming general release of Quanum EHR Response for Severity 4 problems: We will consider fixing these in a future standard release.
Sample 1
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Related to Software Support Response Time Targets

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  • Directory Assistance Service Updates 8.3.3.1 BellSouth shall update end user listings changes daily. These changes include:

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  • Technical Support Services 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Customer Service Support During the Term of this Agreement, VNDS will provide reasonable telephone and e-mail customer service support to Registrar, not Registered Name Holder or prospective customers of Registrar, for nontechnical issues solely relating to the System and its operation. VNDS will provide Registrar with a telephone number and e-mail address for such support during implementation of the Supported Protocol, APIs and Software. First-level telephone support will be available on a 7-day/24-hour basis. VNDS will provide a web-based customer service capability in the future and such web-based support will become the primary method of customer service support to Registrar at such time.

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