Service Request Response Times Clause Samples

Service Request Response Times. Service Provider will use reasonable effort to process all service requests and contact the requestor with an acknowledgement of the request within 2 business hours of receipt. Service Provider business hours are 9am – 7pm Eastern Time Monday through Friday, excluding holidays. Service Provider will use reasonable efforts to resolve service requests based on their severity. Service Provider will engage the requestor and the Alliance to determine course of action and agree on timeline for requests requiring code changes, and/or direction from committees and/or STIG. 1 – Critical An issue in Production resulting from an inability to access Core Alliance Services from multiple organizations or a large group of users. • Workflow Initiating APIs not available (patient Match, Search Person) over a sustained length of time (greater than 15 minutes) • Previously functional Organization (HomeCommunityID) unable to access Alliance Services. Communication every hour until resolution; or on an agreed timeframe between Members and Service Member Support. 24x7 delivery. 2 – High Any issue in Production that affects a subset of users or Alliance functionality without a workaround. • Unusual slow system performance • A small subset of users is unable to access workflow initiating APIs (patient match, person Search) over a sustained length of time (greater than 15 minutes) • Single or Multiple service calls are always failing for a subset of users. • Issue is preventing customer from completing key implementation task(s) in the designated time • A New or Update organization Request Reasonable effort resolution target of 3 business days. Business hour delivery. 3 – Medium An issue in Production that affects customer usage or data integrity. There is a workaround. An issue in non- Production environments impacting deployed members without a workaround. • Product, Service or documentation contains incorrect logic, incorrect descriptions, or functional problems which the customer can work around or where a temporary correction has been implemented (fully functional but needs improvement). Reasonable effort resolution target of 7 business days. Business hour delivery. • Single or Multiple service calls are occasionally failing for a subset of users. • A single document source is unavailable or returning invalid data over an extended period based on an unplanned outage. 4 – Low Low-impact issues, questions / concerns about platform behavior, requests for changes or revision to p...