Priority Level Definitions. Critical: ● System Unavailable – ● Complete loss of service, data ingest or query access is unavailable and no workaround exists. Excludes any scheduled maintenance as communicated. Major: ● Major Function Issue – ● Degraded service that substantially impairs the use of one or more features of the application required to perform necessary business functions but does not effectively render the application unusable as a whole. No data is lost, no workaround exists. Excludes any scheduled maintenance as communicated. Minor: ● Minor Impact Issue – ● Application is impaired, but the reported error or issue has a reasonable workaround and does not pose a serious business impact. Question / Cosmetic: ● General questions about existing documentation, training or use of functionality. Enhancement: ● Request for new or extended functionality 5. Support Priority Classification Matrix. Priority Initial Response Time Updates from Support Resolutio n Resolution Goal Critical 4 hours (24x7) Every 2 Business Hours 4 hours Kentik access and/or data collection is restored Major 4 hours (12x5) Once per Business Day 24 hours Function is restored or workaround is provided Minor 8 hours (12x5) Upon Status Change N/A Instructions or workaround is provided Question/ Cosmetic 24 hours (12x5) No Updates Provided N/A Question is answered Enhancement 48 hours (12x5) No Updates Provided N/A Enhancement request is acknowledged and logged Response times are measured from when Customer notifies Support, by emailing xxxxxxx@xxxxxx.xxx, about a problem with the SaaS Services at which time a case number will be issued Standard Support hours of availability are as follows:
Priority Level Definitions. To create clear expectations, Augmedix defines priority levels based on the criticality of its function. The priority levels, including resolution, response and update interval timelines are set forth in the table below: Priority Name Description Resolution First Response Time Intermediate Update Interval P1 Critical Interruption making a critical functionality inaccessible or a complete network interruption causing a severe impact on services availability. 1 hour or less 5 mins or less 15 mins P2 High Critical functionality or network access interrupted, degraded or unusable, having a severe impact on services availability. 2 hours 15 mins or less 30 mins P3 Medium Non critical function or procedure, unusable or hard to use, having an operational impact but with no direct impact on services availability. 8 hours 30 mins or less 4 hours CERTAIN CONFIDENTIAL INFORMATION CONTAINED IN THIS DOCUMENT, MARKED BY [*], HAS BEEN OMITTED BECAUSE IT IS NOT MATERIAL AND WOULD LIKELY CAUSE COMPETITIVE HARM TO AUGMEDIX, INC. IF PUBLICLY DISCLOSED. P4 Low Application or personal procedure unusable, where a workaround is available, or a repair is possible. 24 hours 1 hour or less N/A P5 Request General service request 48 hours 4 hours or less N/A Scribe Vendor shall make every attempt to meet the restoration targets listed above. Incidents shall be deemed “restored” when Augmedix reasonably determines that Scribe Vendor has provided a suitable resolution, solution, or work-around for the incident. Suitable shall mean that the resolution, solution or work-around does not materially impact Augmedix ability to provide its Services.
Priority Level Definitions. (i) Critical: defined as any problem that completely prevents the operation of the Software or Services and for which there is no work-around.
Priority Level Definitions. 1.1 Priority 0 (Disaster) This affects a major portion of the campus. It’s a top priority, very serious and needs to be addressed immediately. This issue demands the undivided attention of as many people as it takes to solve the problem as fast as possible.
Priority Level Definitions. The following Priority level definitions will be used to determine the maximum response times of the Incidents: Incident Priority Definition
