Adjustment Procedures. When a Deficiency is escalated or downgraded, the Resolution Time timeline specified in Paragraph 6.2.1 (Problem Correction Deficiencies) will be adjusted accordingly to reflect the new Severity Level. • If a workaround may be provided by Contractor for a Deficiency, the County and Contractor may agree to downgrade the Severity Level until a mutually agreed-upon date. • If a permanent solution is not provided by the agreed-upon date, the County, in its sole determination, may escalate the Severity Level back to the original level or higher, depending on the circumstances.
Appears in 2 contracts
Sources: Service Level Agreement (Sla), Service Level Agreement (Sla)