Urgent. Work that is extremely time sensitive and requires immediate response, which existing staffing level is unable to respond to without substantial disruption of workload assignment.
Urgent. All issues included in this priority are deemed critical and will be given priority attention. These issues may affect a milestone or dependency related to the completion of conversion services. Issues in this category are critical to resolve prior to other project dependencies and milestones being completed. • Priority 2 – High. Issues included in this priority may affect the Target Date and require resolution prior to the completion of conversion services. • Priority 3 – Medium. Issues included in this priority are not required prior to completion of conversion services, but must be finished prior to the end of Implementation Services. • Priority 4 – Low. These items are not critical to either the completion of conversion services or Implementation Services but require monitoring for subsequent follow up or entry into NAVITAIRE’s Internet based customer support tool. • Priority 5 – Excluded. These items are deemed excluded and are either unnecessary or may be addressed in a business process change or work-around.
Urgent. FDC shall transport transfers for health service needs of an urgent nature (an inmate whose health condition requires transfer within a seven (7) day period) on regularly scheduled transport runs, time permitting. If the inmate cannot be held for the regularly scheduled transport run, then the CONTRACTOR shall be responsible for the transportation to the approved destination within agreeable time frames.
Urgent. A production application is down or there is a major malfunction, resulting in a business revenue loss and impacting the application functionality for a majority of users. High Critical loss of application functionality or performance, impacting the application functionality for a high number of users. Medium Moderate loss of application functionality or performance, impacting multiple users. Low Minor loss of application functionality or product feature in question. FUNCTIONAL DEFINITIONS. For the purposes of error classification, essential or major functions include: data capture features, SLA and alarming features, performance management features and application performance problem resolution features. RESPONSE TIME. AppDynamics shall use commercially reasonable efforts to respond to error reports in accordance with the table set forth below. AppDynamics will use reasonable means to repair the error and keep End User informed of progress. AppDynamics makes no representations as to when a full resolution of the error may be made. Error Initial Response Fix/ Manager VP CEO Email Classification and Acknowledgement Workaround Escalation Escalation Escalation Status Updates for Open Cases Urgent 4 Hrs. 1 Day Immediate 1 Business Day 1 Week Daily High 12 Hrs. 3 Days 1 Business Day 1 Week 2 Weeks Weekly Medium 1 Business Day Next Release Monthly Review for All Open Issues Quarterly Review for All Open Issues None None Low 1 Business Day At AppDynamics’ Discretion Monthly Review for All Open Issues Quarterly Review for All Open Issues None None APPDYNAMICS SUPPORTED VERSIONS. Support is provided for AppDynamics Pro* Edition 3.5.x or later. Support is defined as follows: • Mainstream support: support requests are accepted and the version is maintained with bug fix releases and patches. • Extended support: support requests are accepted however the version is not maintained. • Out of support: no support requests are accepted and the version is not maintained. AppDynamics provides extended support for a period of twenty-four (24) months after a version’s release. AppDynamics provides mainstream support for a period of twelve (12) months after a version’s release. For example, if a version was released in December of 2012: Mainstream support: From <2012-Dec> to <2013-Dec> Extended support: From <2013-Dec> to <2014-Dec> Out of support: From <2015-Jan>. For Third Party Software, AppDynamics will follow the End of Life (“EOL”) timeline announced by the specific vendors...
Urgent. Deficiency causes the VRS application to give erroneous, distorted or severely deficient function from which users must be isolated.