Priority Levels. Client may request, and WellSky shall provide, reasonable technical consultation by telephone 24 hours a day, 365 days of a year. WellSky shall maintain a log of technical consultation requests in a tracking system and a unique number shall be assigned to Client’s request. That unique number shall be provided to Client for reference and communication. WellSky shall assign to technical consultation requests one of three levels of priority:
Priority Levels. Each support issue will be assigned a priority code based on the nature of the failure. Refer to Table 1. For purposes of this Schedule 9.2(b), a failure is a system condition or event that leaves the system in a state where it is performing a level lower than the performance level at the time of system acceptance. Performance is defined primarily by stability, responsiveness, and usability. Prioritization is driven by the nature of the incident as it relates to stability, responsiveness, and usability. For the purposes of this Schedule 9.2(b), these key terms are defined as follows: Stability - the availability of the system and all of its functions Responsiveness - the timeliness with which the system responds to user requests Usability - the degree to which the system is easy for the user to navigate and interact with the system
Priority Levels. In the event that a Services-affecting issue is detected by Okta or reported by Customer, Okta shall, in its reasonable discretion, categorize the Priority Level pursuant to the criteria below. Priority Level Description Examples 1 A Services failure or severe degradation. Customer is unable to access any business resources. Services are down and not accessible by users; Services are slowed to such a degree that multiple users cannot log in, resulting in consistent “page not found errors” or similar.
Priority Levels. Support inquiries will be prioritized based upon the time it was received and its severity, as described below:
Priority Levels. Table 4.2.1 will determine the priorities and corresponding resolution and response times for incidents. Incidents that are not immediately resolved upon notification to GlobalLogic by Client or upon GlobalLogic becoming aware of the incident, will be prioritized and resolved in accordance with Table 4.2.1.
Priority Levels. The severity levels shown in the table above are defined by Xxxxx’x published Priority Classification Guidelines RESOLUTIONS
Priority Levels. 4.1 FluidStack may, acting reasonably, initially allocate the priority level of a service issue. Third-Party Provider may, provided it acts reasonably, reallocate the service issue to a lower priority level at its discretion.
Priority Levels. Symetra-defined category that identifies the degree of Incident importance and associated ACS response requirements attributed to an Incident. Confidential Information Page 13 Table of Contents Symetra Life Insurance Company (Symetra) Schedule 2B—Data Center Services SOW Reporting Interval – The time span between regular performance reporting periods. SL1 (Storage Level 1) – SAN storage based upon a utility pricing model which is subject to storage SLAs requiring data set restoration to commence within 3 hours or less following a request. SL1 applies to both mainframe and midrange/server systems. SL2 (Storage Level 2) – SAN storage based upon a utility pricing model which is subject to storage SLAs/SLRs requiring data set restoration to commence within 8 hours or less following a request. SL2 applies to both mainframe and midrange/server systems. Scheduled Time – The time during which Service is to be operational as designated in the applicable SLR table. Service Level Requirement (SLR) – The percentage of time or instances that the Target SLR must be met. Target – The desired level of service Symetra is seeking for that particular SLA/SLR.
Priority Levels. Symetra-defined category that identifies the degree of Incident importance and associated ACS response requirements attributed to an Incident.
Priority Levels. Priority Level Description
