SYSTEM PROBLEM PRIORITY LEVELS AND RESOLUTION Sample Clauses

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.
Sample 1
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Related to SYSTEM PROBLEM PRIORITY LEVELS AND RESOLUTION

  • Dimensions Education Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience. A minimum of 3 years of IT work experience with Web-related software and hardware products, and systems administration experience with multi-platform environments.

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  • Definitions As used in this Agreement, the following terms shall have the following meanings:

  • Confidentiality (a) Subject to Section 7.15(c), during the Term and for a period of three

  • Severability Any provision of this Agreement that is prohibited or unenforceable in any jurisdiction shall, as to such jurisdiction, be ineffective to the extent of such prohibition or unenforceability without invalidating the remaining provisions hereof, and any such prohibition or unenforceability in any jurisdiction shall not invalidate or render unenforceable such provision in any other jurisdiction.

  • Governing Law This Agreement shall be governed by and construed in accordance with the laws of the State of New York.

  • Entire Agreement This DPA and the Service Agreement constitute the entire agreement of the Parties relating to the subject matter hereof and supersedes all prior communications, representations, or agreements, oral or written, by the Parties relating thereto. This DPA may be amended and the observance of any provision of this DPA may be waived (either generally or in any particular instance and either retroactively or prospectively) only with the signed written consent of both Parties. Neither failure nor delay on the part of any Party in exercising any right, power, or privilege hereunder shall operate as a waiver of such right, nor shall any single or partial exercise of any such right, power, or privilege preclude any further exercise thereof or the exercise of any other right, power, or privilege.

  • NOW, THEREFORE the parties hereto agree as follows:

  • IN WITNESS WHEREOF the parties hereto have executed this Agreement as of the date first above written.

  • Waiver The waiver by any party hereto of a breach of any provision of this Agreement shall not operate or be construed as a waiver of any other or subsequent breach.

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