PRIORITY DEFINITION. COMMERCE ONE RESPONSIBILITIES:
PRIORITY DEFINITION. Emergency (A): Catastrophic product or module failures that do not have a viable detour or workaround available. Catastrophic failure shall be deemed to include failures that cause an interruption of service or seriously impair the functionality of ThoughtFarmer (e.g., loss of use of major features, file system corruption, data loss, security issue, system outage). Critical (B): Problems that have been substantiated as a serious inconvenience to Customer due to issues or features of the product preventing normal operations. This includes any priority A failures for which a viable detour or workaround is available. Convenience and performance are materially impacted. Non-Critical (C): All other non-critical problems which Customer can easily avoid or detour for which there is no urgency for a resolution. Slight inconvenience. ThoughtFarmer acting reasonably will determine an issue’s priority classification. A resolution may not be available at the time ThoughtFarmer responds to Customer, in which case ThoughtFarmer will attempt to estimate the “time to resolution”. ThoughtFarmer’s response consists of providing, as appropriate, one of the following to Customer: an existing correction; a new correction; a viable detour or work around; a request for more information to complete analysis of the problem, or a plan on how the problem will be corrected. Closure consists of providing a final correction or work around of the problem including modifications of the Software and, to the extent reasonably possible, revised or new documentation as necessary, it being understood that documentation may be completed after the applicable closure date.
