Common use of Problem Correction Deficiencies Clause in Contracts

Problem Correction Deficiencies. For each Deficiency reported by the County to Contractor, the County will assign the Severity Level to that Deficiency. For each Deficiency discovered by Contractor by its own problem monitoring system, Contractor will initially assign that Deficiency’s Severity Level in consultation with the County. Upon receiving a report of a Deficiency from the County, Contractor must adhere to the following protocols: i. Service Response Timeframe: Contractor must acknowledge receipt of the report and provide an initial response back to the County within the prescribed "Service Response Timeframe." This timeframe is critical for ensuring that the County is aware that Contractor has recognized the issue and is taking the initial steps towards addressing it. ii. Workaround Time: Following the initial response, Contractor must implement a temporary workaround within the specified "Workaround Time." This workaround need not resolve the Deficiency permanently but should aim to restore functionality or mitigate the impact on the County's operations until a full resolution can be achieved. iii. Resolution Time: The ultimate goal is to resolve each Deficiency within the specified "Resolution Time." The Resolution Time commences when the County first notifies Contractor of a Deficiency, either by telephone, dedicated group chat, or through other specified means, including Contractor’s Customer Support. The Resolution Time concludes when the County determines that the Deficiency has been fully resolved to their satisfaction. The table below outlines the Service Response Timeframe, Workaround Time, and Resolution Time for each Severity Level of Deficiency, along with the associated penalties for exceeding these timeframes: Severity Level Description of Deficiency Service Response Timeframe Resolution Time 1 Catastrophic Solution is down (Unscheduled Downtime), is practically down [e.g., slow Response Time(s)], or does not function at all, as determined by the County. There is no way to circumvent the problem; a significant number of County Users are affected. A production business system is inoperable (e.g., Tenprint or Latent is down). Within 5 minutes 0 hours 2 Critical Major functionality is impacted or significant performance degradation is experienced. Affects a large number of County Users. Within 1 hour 8 hours 3 Significant A non-critical component failure that impacts business operations but a workaround may be available. Affects some County Users. Within 1 hour 2 Days 4 Moderate Minor functionality is impacted. The issue is intermittent or affects few County Users. Within 1 hour 14 Days 5 Minor A small problem or bug that does not significantly affect the service functionality or County Users experience. Within 1 hour 30 Days 6 Low General inquiries or requests for information that do not impact service functionality. Within 1 hour Next Version Release or six months