Priority Level Definitions & Response Times Sample Clauses

Priority Level Definitions & Response Times. All Technical Support requests must be directed to Revvity’s Technical Support team. All Technical Support cases are assigned to a specialist and prioritized based on the severity and visibility of the issue. Technical Support will attempt to troubleshoot the issue and provide a workaround solution, or it will file a defect in Revvity’s defect tracking system for remediation. Revvity will use commercially reasonable efforts to respond to requests and problems that reflect the urgency of the resolution of a request. A “resolution” can be any of the following: a work around, hotfix, service release, or an action plan to address the issue. Priority Level Definition Initial Response Target Target Resolution Method Urgent • System does not allow the Customer to view or enter result or case data necessary to determine if a sample indicates risk for a disorder • System produces results that are not equivalent to those expected to be produced as defined in the agreed upon specifications and the results cannot be modified prior to being reported • System cannot perform a function that is required for results to be reported within the lab’s standard turn-around time for a single specimen • System presents an error that prevents the completion of a reporting task and the task cannot be completed by a reasonable workaround • System cannot be accessed 4h Hotfix or workaround Moderate • System presents an error. However, results can be reported within the lab’s standard turn-around time for a single specimen and actions can be performed within the follow up system by using a reasonable workaround. • System performance is delayed. However, results can be reported within the standard lab turn- around time for a single specimen and actions can still be performed within the follow up system by using a reasonable workaround. • System does not allow an individual access to a specific module. 1d Service release or workaround Minor • An error in visual presentation, including misspelling or incorrect order or display of columns. 3d Major release or workaround
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