Trouble Identification and Resolution Process Sample Clauses

Trouble Identification and Resolution Process. Goal of the Trouble Identification and Resolution Process The goal of the trouble identification and resolution process is to resolve all Service and Application problems and impairments by Operator: (a) before they are seen by an End-user, or (b) as quickly and efficiently as possible once reported by an End-user or any other person. To this end, monitoring and surveillance as well as troubleshooting and issue determination and analysis are key to achieving these goals. Coordination of activities between Nextel and Operator is essential and Operator agrees to immediately communicate all relevant information and/or data to Nextel as set forth herein. Priority Assignments and Resolution Intervals To ensure a concerted, coordinated, resolution effort, agreement on the priority category and the problem resolution interval for Services is needed. The following tables establish these terms. Priority Criteria and Examples High Criteria: · Problem has been assessed/verified by Operator. · The Application is not delivering value expected by NEXTEL to a cross-section of End-users. A systemic issue is reasonably judged to be the cause of the Service interruption. · Operator supplied, Applications administration tools are not available or operational. End-user status and configuration issues can not be resolved. Examples: · < Please provide details of what you deem a high priority> example: High priority means an error in or inability to use the Application or Service which causes a complete (100%) loss of Service for any subset of End-users and for which a workaround has not been made available and which causes an important or material component of the Operator Services to be unusable. Example: End-users receiving “bad http status” error when attempting to connect to the Operator site. Medium Criteria: · Problem has been assessed/verified by Operator. · Significant Service degradation to Application or Service performance. · Flaw in administration tool that is causing significant loss of functionality and no clear workaround is immediately available. Examples: · < Please provide details of what you deem a medium priority> example: Medium priority means an error in but not inability to use the Application or Service (all errors except for “High Priority” errors set forth above) that causes degradation of performance of an Application or Service and that constitutes a failure of a material product feature which causes significant inconvenience to End-users, system or ...
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