Incident Support. 6.1 Incidents are classified based upon the definitions outlined in the table below: Table A-2 Severity Level Definition Examples 1. Critical (System Unavailable)* (“S1”) I. Critical issue that severely impacts use of the Cloud Service. II. No workaround. • The Cloud Service is completely unavailable; The majority of users cannot login or there is severe login latency; Data integrity issues. • Agents or stations cannot log in (ACD & Workforce Optimization (WFO)); Severe login latency; Unable to launch My Agent Experience (MAX) or ThinAgent; Unable to change/manage agent stat in MAX or ThinAgent; Calls not routing to agents; Call refusals resulting in no calls being delivered to agents; Unable to execute an IVR script; Point of contact/toll free number cannot be reached; No routes found; Circuit down; Required real-time reporting unavailable 2. High (System Impaired)* (“S2”) I. Major functionality is significantly impacted. II. No workaround. • Service interruptions to some but not all functionality; Alerts not being generated. • Historical reporting unavailable; User administration; Missing contact recordings; QM Enterprise (Engage) not recording (audio or screen); QM Enterprise (Engage) playback isn’t working; Workforce Management (WFM) adherence missing; Severe and sustained sound quality issues preventing two- way communication of voice contacts (one-way audio, dead air, choppy, static); Dialer calling list not uploading; Call refusals resulting in eventual call delivery 3. Medium (Minor Impact) (“S3”) I. Multiple users impacted by a moderate loss of the Cloud Service. II. Critical or High impact on a non-Production Cloud Service. III. A workaround exists. • Functional limitations which are not critical to Customer’s daily operations (e.g. reports not being generated); Moderate degradation in function, or feature performance. • Intermittent sound quality issues that do not prevent two-way communication of voice contacts (one-way audio, dead air, choppy, static); Reporting doesn’t match up; Stuck agents/contacts/dialer; Delayed recordings 4. Low (Informational) (“S4”) I. Minor loss of the Cloud Service features. II. Inquiries III. Medium or Low impact on non-Production Cloud Service. • There is no significant Customer impact; Non-critical or minor loss of functionality or features. • Non-essential buttons missing; User interface or experience is difficult *Reserved for Production Cloud Service only.
Incident Support. There are three defined levels of standard incident support that the Help Desk shall provide. The District sets the initial priority of each incident reported to the Help Desk. Each incident is reviewed by pdEnroller Help Desk; the Help Desk reserves the right to adjust the priority based on all factors related to the incident. If the Help Desk adjusts the priority, the Help Desk shall contact the District and discuss the reason for the change.
Incident Support. Incident support is defined under the “Service Options” section elsewhere in this agreement. No free incidents are included with this tier of service. Additional per incident support is available at hourly rates.
Incident Support. Incident based support is available 24 hours a day, 7 days a week. This feature has a fifteen (15) minute response time. Response time is measured as the time elapsing between initial customer request and first LightEdge response to the request. Response to the service request shall be considered any attempted communication between LightEdge and the Customer relating to the service request and may not be inclusive of the successful completion of the service request. This feature is intended to support basic functionality of Device hardware and Operating System. Advanced functionality and application level support may not be available with this feature. LightEdge shall be the sole party responsible for defining which issues are unsupportable. An incident is defined as a single issue or request that the Customer requires assistance with. Multiple requests or issues within a single ticket will be treated as unique incidents. LightEdge will be responsible for notifying Customer that request will be classified as an incident. After such notification Customer has the right to request that all further troubleshooting or work on request be halted and that the ticket be closed. Tickets so closed will not be subject to further charge nor will they be counted against the included incidents in the Managed Device Support product. If the Customer does not request a halt to all troubleshooting and/or work relating to service request then Customer assumes all responsibility for the escalation of the service request to “incidental” status. Each incident shall have a maximum of one (1) hours of LightEdge time included. LightEdge reserves the right to treat each one (1) hours spent supporting an incident as a new incident. Incident support includes no warranty or representation to support beyond that which is afforded by a LightEdge representative providing advice to Customer. This includes but is not limited to hardware replacement, software replacement, vendor warranties, vendor support calls, programming assistance, project management nor additional product features.
Incident Support. 5.1 Where the Membership benefits include the provision of Leatherhead’s incident support service, the Membership Proposal will set out details of the hours during which the Member is entitled to access this service and the applicable fee rates for doing so.
Incident Support
