Priority Definitions. Each support request shall be assigned a priority on receipt by Risk Ledger: • Priority 1: o The issue or failure is causing immediate critical and significant impact on major business functions for the Organisation. There is no possible workaround. • Priority 2: o The issue or failure is causing critical and significant impact on major business functions, but there is a workaround available; or o The issue or failure will imminently cause critical and significant impact on major business functions for the Organisation. There is no possible workaround; or o The issue or failure is causing critical and significant impact on non-core business functions, and there is no possible workaround. • Priority 3: o The issue or failure is causing an impact on non-core business activities for the Organisation, and a workaround is available. • Priority 4: o The issue or failure has limited impact or the impact is minimal and a workaround will be provided within the next calendar month.
Priority Definitions. Level Definition Examples P1 A service failure or severe degradation. Issue that severely impacts the use of PassFort production services impacting Client’s business operations and no workaround exists. • Service is down and not accessible by users. • Data loss or corruption. • A critical feature is unavailable. P2 A partial service failure or degradation. A regression in functionality that impacts a large part, but not all of the use of PassFort production services. • Service is accessible, but is running slower than expected and significantly impacting the Client’s ability to onboard customers. • An important feature is unavailable across the whole system, but a workaround exists. • Checks are failing with a particular data provider and no failover is configured. P3 Minor service impact. A regression in functionality that impacts some of the use of PassFort production services. • One user is not able to access a business application. • Checks are failing for fewer than 25% of profiles or jurisdictions. • An important feature is unavailable for particular profiles. P4 Minor service impact or feature enhancement request. Non-critical bug. • Non-critical features are unavailable. • Questions on how to undertake certain actions within PassFort. • Feature enhancement requests.
Priority Definitions. Priority Definition P1 Licensee’s Software Programs or Appliance are experiencing consistent, measurable performance impact with no immediate resolution available. P2 Licensee's Software Programs or Appliance are experiencing intermittent failure or degradation. The Software Programs or Appliance are operational but some of the functionality or performance of a component or portion thereof is degraded. P3 Licensee is experiencing issues that do not affect the normal operation of the Software Programs or Appliance and/or has questions concerning Software Programs or Appliance functions or use.
Priority Definitions. All Service Requests will be allocated a Priority and agreed with the Buyer based on the following criteria: Priority A - Urgent Those Incidents that have a major and immediate impact on a key business function, rendering it, or them, inoperable. Typically users cannot continue a business function or operation. Priority B - High Those Incidents not having an immediate impact on a key business function but that are not functioning properly. Typically users can continue a business function or operation but with difficulty. Priority C - Normal Those incidents where users can continue a business function or operation but an improvement is required. Priority D - Low Minor or cosmetic problems with systems or service. The service is not materially affected.
Priority Definitions. Red - An Error due to Mark43’s systems that results in the inoperability or substantial impairment of a core function for the majority of Subscriber’s Authorized Users, provided there is no feasible workaround. Examples include: Authorized Users cannot access the Application; CAD units cannot be dispatched; reports cannot be created. • Orange - An Error due to Mark43’s systems that results in the inoperability or substantial impairment of a critical workflow for the majority of Subscriber’s Authorized Users, provided there is no feasible workaround. Examples include: significant lagging/slowness; inability to process persons in custody; inability to export reports or cases for same or next day court deadlines; inability to submit reports. • Yellow - An Error due to Mark43’s systems for which a reasonable workaround is available. • None - There are a number of low-impact issues, how-to questions, and feature requests that do not fall into one of the categories above and are not subject to the outlined First Response or Communication Commitments. Issue Escalation & Resolution Methods: Customer-reported issues are escalated within Mark43 by a well- defined internal process. Mark43 works to resolve issues based on the issue severity/impact, by employing one or more of the following methods: • Providing client with a reasonable workaround • Adjusting system/hosting configurations or setup • Direct database modifications • Releasing a fix out-of-cycle (patching) • Releasing a fix as part of the regular release cycle • Other commercially reasonable solution Subscriber will be notified of status changes either through Mark43’s status page and/or via email updates in a support ticket.
Priority Definitions. (a) P-1: Failure of DAS is greater than 50% and affecting multiple carriers, and there is no temporary workaround. Vendor (Proteus) will provide 24x7 support and resources to evaluate alternative temporary work-around solutions and permanently solve root cause of problem as expeditiously as possible. Status updates will be provided hourly or less often as requested by TAMU. Examples include: Head-end room power failure to complete DAS, total fiber failure within head-end room, total fiber failure within MDF.
Priority Definitions. Priority 1 (Critical Business Impact) Customer is unable to use the Ascendify application, resulting in a critical impact on business operations. This condition requires immediate resolution. Examples or conditions: • A production server has failed • Multiple users cannot access the production servers • Performance of the servers has degraded to an unusable level • Data is unrecoverable, corrupt, or lost Priority 1 service involves reacting to the customer’s emergency situation by immediately providing the appropriate resources. Priority 1 issues will be serviced on a continual effort basis until the Priority 1 condition has been resolved. Status updates on progress toward resolution of P1’s will be communicated every 2 hours. Resolution of Priority 1 conditions may include temporary relief, enabling the customer’s business to operate until a more comprehensive solution is provided. Priority 2 (Significant Business Impact) This indicates the program is usable but is severely limited. Examples or conditions: • Issue is critical to customer’s business operations • Non–production system data is inaccessible, cannot be archived or restored. • Critical component returning error or not responding. • Degraded application performance is having a serious negative impact on business • Root cause analysis is required on a previous Priority 1 issue • A database or application error has occurred which severely impacts business operations Priority 2 issues will be serviced as critical during normal business hours and until the Priority 2 condition has been resolved. Rapid resolution should be provided using commercially reasonable efforts. Priority 3 (Limited Business Impact) This indicates the program is usable, but that some features (not critical to operations) are unavailable. Examples or conditions: • Issue affects customer’s ability to meet near–term deadlines • Component returning error or not responding • Degraded performance is negatively impacting business operations • Acceptable workaround may exist • Issue is specific to one or a few users Priority 3 issues are important for the customer and the customer’s services and will be serviced as such. These issues will be worked during normal business hours, until the Priority 3 condition has been resolved. Priority 3 service delivery requires that both the product and the customer are eligible for customer support assistance. Priority 4 (Minimal Business Impact) This indicates the problem does not significantly im...
Priority Definitions. P1 - Priority 1: Critical Problem. Use of the Entertainment Portal Service service or key function thereof is widely stopped or so severely impacted and no known, viable workaround exists. No useful work can be done. Most common operations fail consistently. P1 Problems have one or more of the following characteristics: • Widespread System Issue. There is severe performance degradation, causing waits for resources or response of longer than 120 seconds, as if the system is hanging. • Critical functionality is not widely available. The Entertainment Portal Service or a key function thereof is impacted across the non-XXX aircraft utilizing the Entertainment Portal Service. Note: A Customer contact (direct phone, cell phone and email) must be available in Priority 1 situations to provide information required for problem diagnosis and to test/confirm the resolution.
Priority Definitions. (In addition to the following criteria, input from the caller should be considered in assigning priority – for example, is the caller working to meet a critical deadline and faces missing it because of the issue) Urgent Business-critical production outage Prevents multiple people from doing their work Impacts user identified as a VIP Impacts an entire site, facility or application No acceptable work-around High Affects non business-critical process Prevents multiple people from doing their work Ability to conduct work is extremely impacted No acceptable work-around OR Affects business-critical process Prevents one person from doing work Ability to conduct work is extremely impacted No acceptable work-around Medium Affects non business-critical process Prevents one person from doing work May be an acceptable work-around Low Affects non business-critical process Acceptable work-around is available Scheduled Work / Maintenance / user need for training Minor inconvenience
Priority Definitions. A Priority 1 Issue occurs when the Appian Software is down in a production setting and no workaround exists, or the workaround is not feasible to implement due to the impact on Customer’s business.
