Priority Model Sample Clauses
Priority Model. Code Description/ impact Escalation Examples Critical - Enterprise-wide impact - Critical impact on business revenue. - Production unable to process mission critical activities. - Possible data loss or corruption. - Notify SPOC. - Escalate to Constellation manager support within 10 minutes. - Constellation support to respond back to SPE rep w/in 5 minutes with initial status. - Constellation support to provide status w/in 30 minutes of incident request and every hour then on until service is restored. - Constellation to dedicate appropriate resources to resolve interruption full time until service is restored. - User interface portal unavailable. - Widespread virus outbreak. - System response time exceedingly slow. High - Loss of non-critical functionality or performance impacting non-critical workflow(s). - Production unable to perform certain non-critical aspects of their job due to system impairment. - Notify SPOC. - Escalate to Constellation manager support within 3 hours if service still not restored. - Constellation support to respond back to SPE rep w/in 2 hours with status. - Constellation support to provide status every 4-hours until service is restored. - Constellation to provide plan on when issue will be addressed. - Slow response time for non- critical functionality. - Asynchronous transfer of files slow, but not impacting production activities. Low - Loss of non-critical functionality without any direct impact to productions which can be quickly resolved via work-around - Notify SPOC. - Escalate to Constellation manager support within 4 hours and provide workaround. - Constellation support to respond back to SPE rep w/in 1- day with status. - Constellation support to provide status every day until service is fully restored. - Constellation to provide plan on when issue will be addressed. - Non-critical functionality of user interface.
Priority Model. Code Description/ impact Escalation Examples Critical – business - Enterprise-wide impact - Notify SPOC. - User interface portal unavailable. hours (MF 9am- - Critical impact on - Escalate to Software manager - Widespread virus outbreak. 6pm PST) business revenue. support within 10 minutes. - System response time - Production unable to - Software support to respond exceedingly slow. process mission critical back to SPE rep w/in 30 minutes activities. with initial status. - Possible data loss or - Software support to provide corruption. status w/in 30 minutes of C O N F I D E N T I A L incident request and every hour then on until service is restored. - Software to dedicate appropriate resources to resolve interruption full time until service is restored. - On site response within 12 hours if required. Critical – non business hours - Enterprise-wide impact - Critical impact on business revenue. - Production unable to process mission critical activities. - Possible data loss or corruption. - Notify SPOC. - Escalate to Software manager support within 10 minutes. - Software support to respond back to SPE rep w/in 1 hour with initial status. - Software support to provide status w/in 1 hour of incident request and every hour then on until service is restored. - Software to dedicate appropriate resources to resolve interruption full time until service is restored. - On site response within 12 hours if required. - User interface portal unavailable. - Widespread virus outbreak. - System response time exceedingly slow. High - Loss of non-critical functionality or performance impacting non-critical workflow(s). - Production unable to perform certain non-critical aspects of their job due to system impairment. - Notify SPOC. - Escalate to Software manager support within 3 hours if service still not restored. - Software support to respond back to SPE rep w/in 2 hours with status. - Software support to provide status every 4 hours until service is restored. - Software to provide plan on when issue will be addressed. - Slow response time for non- critical functionality. - Asynchronous transfer of files slow, but not impacting production activities. Low - Loss of non-critical functionality without any direct impact to productions which can be quickly resolved via work-around - Notify SPOC. - Escalate to Software manager support within 4 hours and provide workaround. - Software support to respond back to SPE rep w/in 1-day with status. - Software support to provide status e...