SYSTEM PROBLEM PRIORITY LEVELS AND RESOLUTION Clause Samples

SYSTEM PROBLEM PRIORITY LEVELS AND RESOLUTION. Trouble calls fall into three priority levels. Typically, trouble calls will take precedence over service requests. General guidelines for the priorities are detailed below. An issue may be assigned a special priority upon agreement between County and SCPSC. County staff will document progress in the issue log as appropriate and in a consistent manner, providing monthly updates and a general review of items quarterly. Work orders that are not defined in this section will be considered Service Requests as defined in Section 3. 2.1 Priority Level 1 – High 2.1.1 Definition – Problem requires immediate attention; System-wide problem affecting all Agencies; Member-specific problem with no alternative; or productive use of application is prohibited. Notification should be made to the Help Desk line. Includes the following occurrences: 2.1.1.1 Application ceases to function which compromises user’s ability to perform duties. 2.1.1.2 DOJ or Justice connection down. 2.1.1.3 Primary mnemonic terminal failure (CAD and Non-CAD) includes Affiliate agencies. 2.1.1.4 Critical Interface down (paging, fire station printing, etc.). 2.1.1.5 Member connection to County down. 2.1.1.6 CAD Workstation down and no alternate workstation is available. 2.1.1.7 User password resets (for Members during non-business Hours only; for Affiliates 24 hours per day). 2.1.1.8 Failure of County managed portion of advanced authentication system necessary for user authentication. If issue is deemed to be a domain trust issue, agency will notify Agency IT and County will work with Agency to help resolve issue. 2.1.1.9 Issue that has been escalated from a lower category due to business need. These issues indicate a need to resolve matters faster than the time requirements for that priority level. As such, resolution timelines for each such issue will be flexible and will be negotiated between County and SCPSC to assure timely resolution.