Priority 3 – Medium Sample Clauses
The "Priority 3 – Medium" clause establishes a specific level of importance or urgency for tasks, issues, or obligations within an agreement or workflow. In practice, this designation is typically used to categorize items that require attention but are not as critical as high-priority (Priority 1) or urgent (Priority 2) matters; for example, a non-critical software bug or a routine maintenance request might be assigned this priority. The core function of this clause is to help parties allocate resources and respond appropriately by distinguishing between varying degrees of urgency, thereby ensuring efficient management and resolution of issues.
Priority 3 – Medium. Issues included in this priority are not required prior to completion of conversion services, but must be finished prior to the end of Implementation Services.
Priority 3 – Medium. The Content is largely available and the problem has little or no effect on the services provided by the Content and the problem creates no business or financial exposure. Response time within three (3) hours and resolution time within two (2) business days.
Priority 3 – Medium. Loss of application function such that a substantial portion of the Product can still be used in production although no workaround is immediately available. For example some users are unable to use parts of the software, or aborted jobs need restarting. Initial call-back target Same business day for calls received prior to one hour before the end of Support Hours. Next business day on commencement of Support Hours for calls received after one hour before the end of Support Hours. Work commencement target Initial troubleshooting via telephone upon callback. Additional required work (if any) shall commence on same business day for calls received at or prior to one hour before the end of Support Hours and on next business day on commencement of Support Hours for calls received after one hour before the end of Support Hours. Resolution target Continuous work during Support Hours until the lost Product function is restored unless a higher priority Support Services request is received from the Customer. If defects or errors continue after the lost function is restored or if such restoration is an interim fix only, the Support Services request shall be automatically downgraded to a lower priority as appropriate and handled accordingly. Escalation target Two (2) days Loss of application function such that a substantial portion of the Product can still be used in production and/or a workaround can be implemented by Customer personnel with remote assistance from Sherwood. Initial call-back target Same business day for calls received at or prior to one hour before the end of Support Hours. Next business day on commencement of Support Hours for calls received after one hour before the end of Support Hours. Work commencement target Initial troubleshooting via telephone upon callback. Additional required work (if any) shall commence on same business day for calls received at or prior to one hour before the end of Support Hours and on next business day on commencement of Support Hours for calls received after one hour before the end of Support Hours. Resolution target Work during Support Hours until workaround implemented unless a higher priority Support Services request is received. Once the workaround has been implemented, the call shall be automatically downgraded to Priority 5 as appropriate and handled accordingly. Escalation target Ten (10) days General inquiries, requests for enhancements and/or reporting of defects that do not Copyright SunGard 2004 (Enhanced Sup...
Priority 3 – Medium