Critical. Significant impact district-wide or system wide (i.e. server down) with no workaround available, and • Mission critical work cannot continue Response:
Critical. The entire system or functional component is inoperable and cannot be used until the error is resolved.
Critical. Complete degradation – all users and key functions affected. The Service is completely unavailable;
Critical. Critical system functionality is not operational or not capable of producing critical deliverables (which have been pre-defined in Appendix A as critical) and there are no workarounds available. The problem/defect has one or more of the following characteristics:
Critical. A critical Incident is when the following occur cumulatively: (1) production environment is inoperable, inaccessible or critical interface has failed, (2) there is an inability to access services resulting in a critical impact on operations and (3) no Workaround is immediately possible.
Critical. The Customer can no longer perform critical business functions; there is a material loss or corruption of data; a critical deadline is affected and there is no known workaround without reduction of functionality;
Critical. An incident with a severity level of “Critical” is defined as one that produces an emergency situation (e.g., system down) in which the Services are substantially or completely non-functional or inoperable. In the event of a Critical incident, the Authorized User shall contact the Support Desk to report the problem. If the reported event is Critical and outside of User Support Hours, the Authorized User shall contact the Support Desk via the hotline, which is monitored 24x7x365, excluding State and Federal holidays. The Support Desk will contact the Authorized User, who reported the incident within four (4) hours to diagnose and begin remediation of the event and will use commercially reasonable efforts to resolve the event as soon as is reasonably possible under the circumstances. Any Authorized User may contact the support desk to report a Critical incident, even if the issue in question relates to a portion of Julota that is not under the purview of the Authorized User’s permissions. In this case, the Support Desk will take the report of the issue, but will not contact the reporting user with resolution, but instead, will contact the Customer Representative to report resolution.
Critical. System has had a major malfunction and system is down.
Critical. An error which prevents the accomplishment of the operational or mission essential function in accordance with the system requirement, or which does not allow the operator to perform the essential function or operation. An example would be a program halt which resulted in an abnormal termination of operations or otherwise caused unacceptable system behaviour.
Critical. In case an essential functionality of the EMS solution becomes unavailable in the live environment which are hampering the basic operations of the examination will be termed as critical.
