Support Case Management. 4.1 Each Support Case must have a unique reported problem or question and Support Cases cannot be “overloaded” with multiple reported problems or questions. Each submitted case for work is performed is decremented from the Client’s outstanding case entitlement. 4.2 When submitting a Support Case, the Client declares their assessment of priority based upon the table below. PA reserves the right to reassign a priority level. PA will use the severity level to prioritise all outstanding Support Cases. All Support Cases, irrespective of severity level will follow the same resolution pathway. PA’s priority taxonomy with response-time targets are: Priority Severity Description Example Target Response Time 1 Critical Your entire system is inoperable and your organisation is critically impacted 1 hour 2 High You cannot use the system, or a function of the system is not working correctly and is affecting your processing. No workaround is available. Your business is severely impacted. 3 hours 3 Medium A function is not working correctly but is not mission critical. Often a workaround will exist although the issue does need to be resolved. Your business is not seriously affected. 5 hours 4 Low A question or request for information regarding existing systems, new product or functionality. One business day 4.3 The above targets represent PA’s goal in serving our Clients, but do not impact the terms of any agreement should PA not meet these targets. Client is provided escalation information in the signature line of each Support Case e-mail, which can be utilised if any concerns arise with any aspect of PA’s client support services.
Appears in 2 contracts
Samples: Commercial Agreement, Commercial Agreement
Support Case Management. 4.1 3.1 Each Support Case must have a unique reported problem or question and Support Cases cannot be “overloaded” with multiple reported problems or questions. Each submitted case for work is performed is decremented from the Client’s outstanding case entitlement.
4.2 3.2 When submitting a Support Case, the Client declares their assessment of priority based upon the table below. PA reserves the right to reassign a priority level. PA will use the severity level to prioritise prioritize all outstanding Support Cases. All Support Cases, irrespective of severity level will follow the same resolution pathway. PA’s priority taxonomy with response-time targets are: Priority Severity Description Example Target Response Time 1 Critical Your entire system is inoperable and your organisation is critically impacted 1 hour 2 High You cannot use the system, or a function of the system is not working correctly and is affecting your processing. No workaround is available. Your business is severely impacted. 3 hours 3 Medium A function is not working correctly but is not mission critical. Often a workaround will exist although the issue does need to be resolved. Your business is not seriously affected. 5 hours 4 Low A question or request for information regarding existing systems, new product or functionality. One business day
4.3 3.3 The above targets represent PA’s goal in serving our Clients, but do not impact the terms of any agreement should PA not meet these targets. Client is provided escalation information in the signature line of each Support Case e-mail, which can be utilised utilized if any concerns arise with any aspect of PA’s client support services.services.
Appears in 1 contract
Samples: Commercial Agreement
Support Case Management. 4.1 3.1 Each Support Case must have a unique reported problem or question and Support Cases cannot be “overloaded” with multiple reported problems or questions. Each submitted case for work is performed is decremented from the Client’s outstanding case entitlement.
4.2 3.2 When submitting a Support Case, the Client declares their assessment of priority based upon the table below. PA reserves the right to reassign a priority level. PA will use the severity level to prioritise all outstanding Support Cases. All Support Cases, irrespective of severity level will follow the same resolution pathway. PA’s priority taxonomy with response-time targets are: Priority Severity Description Example Target Response Time 1 Critical Your entire system is inoperable and your organisation is critically impacted 1 hour 2 High You cannot use the system, or a function of the system is not working correctly and is affecting your processing. No workaround is available. Your business is severely impacted. 3 hours 3 Medium A function is not working correctly but is not mission critical. Often a workaround will exist although the issue does need to be resolved. Your business is not seriously affected. 5 hours 4 Low A question or request for information regarding existing systems, new product or functionality. One business day
4.3 3.3 The above targets represent PA’s goal in serving our Clients, but do not impact the terms of any agreement should PA not meet these targets. Client is provided escalation information in the signature line of each Support Case e-mail, which can be utilised if any concerns arise with any aspect of PA’s client support services.services.
Appears in 1 contract
Samples: Commercial Agreement
Support Case Management. 4.1 Each Support Case must have a unique reported problem or question and Support Cases cannot be “overloaded” with multiple reported problems or questions. Each submitted case for work is performed is decremented from the Client’s outstanding case entitlement.
4.2 When submitting a Support Case, the Client declares their assessment of priority based upon the table below. PA reserves the right to reassign a priority level. PA will use the severity level to prioritise all outstanding Support Cases. All Support Cases, irrespective of severity level will follow the same resolution pathway. PA’s priority taxonomy with response-time targets are: Priority Severity Description Example Target Response Time 1 Critical Your entire system is inoperable and your organisation is critically impacted 1 hour 2 High You cannot use the system, or a function of the system is not working correctly and is affecting your processing. No workaround is available. Your business is severely impacted. 3 hours 3 Medium A function is not working correctly but is not mission critical. Often a workaround will exist although the issue does need to be resolved. Your business is not seriously affected. 5 hours 4 Low A question or request for information regarding existing systems, new product or functionality. One business day
4.3 The above targets represent PA’s goal in serving our Clients, but do not impact the terms of any agreement should PA not meet these targets. Client is provided escalation information in the signature line of each Support Case e-mail, which can be utilised if any concerns arise with any aspect of PA’s client support services.services.
Appears in 1 contract
Samples: Commercial Agreement