Priority 1. Urgent/Emergency. These events are of the most critical nature and of the highest priority. This category is characterized by the following: - Issues that keep The Client form operating their business - Have a large detrimental impact on the business - No alternative work around exists. The technical support staff will work continuously, [*], until the issue is resolved. Follow-up calls will be made every [*] until issue is resolved.
Appears in 2 contracts
Sources: Information Technology Services Agreement (Trizetto Group Inc), Information Technology Services Agreement (Trizetto Group Inc)