Support Levels and Priority Assignment Sample Clauses

Support Levels and Priority Assignment. First Level – the problem is resolved by the SSR. • Second Level – if the problem is not resolved through First Level support, then it is escalated to Second Level where the problem is reviewed by a CB4 support expert. • Third Level – the problem is escalated and reviewed by CB4 Research and Development department. The SSR response time and the actions to resolve a problem are based upon an assessment of the severity of the problem and the impact of the problem on the end user's operations. The following table provides priority level definitions and time targets (not commitments) for first reponse, workaround/patch delivery and provision of a permanent fix (if and where relevant). Response time means the time it takes the SSR to get back to the end user with the steps being taken towards resolving the problem. The more impact on operations, the higher the priority as outlined below. Response times are subject to the end user providing the SSR will all necessary components to replicate the problem including the information listed above. Priority Definition/Impact Standard time for first Response Time CB4 to provide workaround/patch (if relevant) Time for permanent fix P1 The problem causes a critical impact to the end user's operations and the end user's operations cannot reasonably continue. 4 hours - if the issue is reported to CB4 within Business Hours 5 hours - if the issue is reported to CB4 outside Business Hours. Work continuously until a workaround is available Next release or up to 4 weeks P2 Issues with severe performance impact or features not operating as documented or designed, that impact a majority of users. 1 business day 2 business days Within next 2 releases or up to 10 weeks P3 Issues with performance impact or features not operating as documented, that impact a minority of users. 1 business day Not provided Not provided P4 The problem has minimal impact on the end- user business or the problem has no business impact. 1 business day Not provided Not provided
Sample 1
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