Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. Severity Level Description Resolution Hours Response Period Resolution Period Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 Xxxxxxx, Xxxxxxxx Xxxxx 0 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days END OF EXHIBIT EXHIBIT 8 – Pricing and Payment Provisions
Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JUDICIAL COUNCIL for each Defect and the table set forth below [Modify provisions below as appropriate to meet JUDICIAL COUNCIL business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JUDICIAL COUNCIL or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours (ii) data is corrupted or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. Severity Level 2 A Severity Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 30 minutes One Business Day (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Severity Level 3 A Severity Level 3 Defect exists if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Level 1 Defects, Severity Level 2 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days APPENDIX G XXXXX CIVIL RIGHTS ACT AND
Services and Monthly Support Case Report. Contractor shall (i) provide the Court with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Court Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Court for each Defect and the table set forth below rev 5-04-15 Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Court or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
Services and Monthly Support Case Report. Contractor shall (i) provide the COURT with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the COURT Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the COURT for each Defect and the table set forth below. Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1 • A Severity Level 1 Defect exists if: 24 hours per day, 7 days per week 30 minutes 2 hours (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the COURT or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or
Services and Monthly Support Case Report. Contractor shall (i) provide the Judicial Council with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the Judicial Council Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Judicial Council for each Defect and the table set forth below. Severity Level Description Resolution Hours Response Period Resolution Period Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Xxxxxx exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JUDICIAL COUNCIL or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
Services and Monthly Support Case Report. Contractor shall (i) provide the AOC with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the AOC Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the AOC for each Defect and the table set forth in Table 1, Section 1 of Exhibit F, Service Level Requirements. END OF EXHIBIT EXHIBIT F SERVICE LEVEL REQUIREMENTS
Services and Monthly Support Case Report. Contractor shall (i) provide the Judicial Council with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the Judicial Council Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Judicial Council for each Defect and the table set forth below [SECTION INSTRUCTIONS: modify provisions below as appropriate to meet Judicial Council business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1 • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Judicial Council or user is prevented from performing a task critical to the normal operation of the Judicial Council, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
Services and Monthly Support Case Report. Contractor shall (i) provide the Judicial Council with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the Judicial Council Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Judicial Council for each Defect and the table set forth below [SECTION INSTRUCTIONS: modify provisions below as appropriate to meet Judicial Council business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period MANAGEMENT & FEDERATED CONTENT STRATEGY RFP Number: IT-OPD-18-47-RB Attachment 2 Severity Level 1 • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Judicial Council or user is prevented from performing a task critical to the normal operation of the Judicial Council, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
Services and Monthly Support Case Report. Contractor shall (i) provide the Judicial Council with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the Judicial Council Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the Judicial Council for each Defect and the table set forth below. Severity Level Description Resolution Hours Response Period Resolution Period Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Xxxxxx exists if: (i) a critical component of a service, Deliverable, Hosted Services, Licensed Software 24 hours per day, 7 days per week 30 minutes 2 hours or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the Judicial Council or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Xxxxxx exists if: (i) a critical component of a service, Deliverable, Hosted Services, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 30 minutes One Business Day
Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the RFP Number: RFP-CFCC-22-117RB Attachment 2 Severity Levels determined by the JBE for each Defect and the table set forth below [SECTION INSTRUCTIONS: modify provisions below as appropriate to meet JBE business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1 • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours
