Significant Business Impact. The basic functions of the software are not available and/or severely impaired. The impairment causes malfunctions and/or restricted application on clients’ systems.
Significant Business Impact. The availability of the Program, or parts thereof, is severely restricted and materially impacting the Customer’s use of the Program. Examples are the Search Page does not provide results, the Start Page is not accessible, alerts are not being sent out, or there is no new content. No workaround is available, and operation can continue in a restricted fashion only.
Significant Business Impact. Major – Functionality Impaired. Used to denote problems that have a significant impact on Customer’s ability to conduct part of its business, but does not impair mission-critical business functions.
Significant Business Impact. Important features of the Software are not working properly and there are no acceptable, alternative solutions. While other areas of the Software are not impacted, the reported deficiency has created a significant, negative impact on Client's productivity or service level. BoneMonitor will commence work on resolving the deficiency within four (4) hours of notification and will engage staff during business hours until an acceptable resolution is achieved. SEVERITY 3 - SOME BUSINESS IMPACT Important features of the Software are unavailable, but an alternative solution is available or non- essential features of the Software are unavailable with no alternative solution. Client’s impact, regardless of product usage, is minimal loss of operational functionality or implementation resources. BoneMonitor will commence work on resolving the deficiency within one (1) business day of notification and will engage staff during business hours until an acceptable resolution is achieved. SEVERITY 4 - MINIMAL BUSINESS IMPACT Client submits a Software information request, Software enhancement or documentation clarification which has no operational impact. The implementation or use of the Software by the Client is continuing and there is no negative impact on productivity. BoneMonitor will provide an initial response regarding the request within one (1) business week. This agreement is not intended as a consulting agreement for customer services. With respect to severity one (1) reported deficiencies, BoneMonitor may, with the concurrence of the Client, elect to send senior support or development staff to the Client location to accelerate problem resolution. BoneMonitor will be responsible for the costs associated with this escalated problem resolution if the problem is determined to be related to the supported Software. If it is determined that the problem was not related to the supported Software, Client agrees to pay reasonable travel and lodging expenses in addition to BoneMonitor's standard consulting rates. Travel time will be charged at consulting rates.
Significant Business Impact. High-impact business condition impacting a material function of the Licensed Service for which there is no initially available workaround. The Licensed Service may operate but is significantly restricted. Within eight (8) hours after WCG’s receipt of request for technical support. Severity Level 3
Significant Business Impact. Important features of the Software are not working properly and there are no acceptable, alternative solutions. While other areas of the Software are not impacted, the reported deficiency has created a significant, negative impact on the CLIENT's productivity or service level. SRC will commence work on resolving the deficiency within four (4) hours of notification and will engage staff during business hours until an acceptable resolution is achieved. SEVERITY 3 SOME BUSINESS IMPACT Important features of the Software are unavailable, but an alternative solution is available or non-essential features of the Software are unavailable with no alternative solution. The CLIENT impact, regardless of product usage, is minimal loss of operational functionality or implementation resources. SRC will commence work on resolving the deficiency within one (1) business day of notification and will engage staff during business hours until an acceptable resolution is achieved. SEVERITY 4 MINIMAL BUSINESS IMPACT CLIENT submits a Software information request, software enhancement or documentation clarification which has no operational impact. The implementation or use of the Software by the CLIENT is continuing and there is no negative impact on productivity. SRC will provide an initial response regarding the request within one (1) business week. The Registration Gateway system uses HTML5 and is supported for the following software environments: Server OS and Software Version Windows Server 2008 R2, 2012 R2 Apache x64 2.4.x Tomcat x64 7.x XxXXX x00 5.6.x Workstation OS & Browsers Version Windows 7, 8.1, 10 Mac OS Chrome 10.9 - 10.12 Current Version IE 9,10,11 (Compatibility view must be enabled) Firefox Current Version Chrome Current Version Edge Current Version Workstation Peripherals Version Scanner driver/OneTouch 4.x Scriptel Signature Pad ST1501 (Requires firmware v3.0. Below is a list of Registration Gateway peripherals for budgeting and planning purposes. Each Registration Station at minimum requires items 1 and 2. Firm prices can be provided prior to contracting or the specifications for the exact model of supported peripherals can be provided to the District and acquired from the Districts preferred source. Registration Station Hardware Estimated Price
Significant Business Impact. Important features of the Software are not working properly and there are no acceptable, alternative solutions. While other areas of the Software are not impacted, the reported deficiency has created a significant, negative impact on the Customer's productivity or service level. Organizersoft will commence work on resolving the deficiency within two (4) hours of notification and will engage staff during business hours until an acceptable resolution is achieved. SEVERITY 3 SOME BUSINESS IMPACT Important features of the Software are unavailable, but an alternative solution is available or non-essential features of the Software are unavailable with no alternative solution. The customer impact, regardless of product usage, is minimal loss of operational functionality or implementation resources. Organizersoft will commence work on resolving the deficiency within one (1) business day of notification and will engage staff during business hours until an acceptable resolution is achieved. SEVERITY 4 MINIMAL BUSINESS IMPACT Customer submits a Software information request, software enhancement or documentation clarification which has no or very minor operational impact. The implementation or use of the Software by the Customer is continuing and there is no negative impact on productivity. Organizersoft will provide an initial response regarding the request within one (1) business week. This agreement is not intended as a consulting agreement for customer services.
Significant Business Impact. Important features of the Supported Programs are unavailable with no acceptable workaround. The implementation or production use of the Supported Programs is continuing but not stopped. However, there is a serious impact on the Customer's productivity and/or service levels. Sagent will begin work on the error within two hours of notification and will engage development staff until an acceptable work around is achieved.
Significant Business Impact. Important product features are unavailable with no acceptable workaround. Customer's implementation or production use in a primary business service, major applications or mission critical systems are functioning with limited capabilities or are unstable with periodic interruptions. The software may be operating but is severely restricted. Severity Level 2 problems could have the following characteristics: Product error or failure forcing a restart or recovery Severely degraded performance Functionality unavailable but the system is able to operate in a restricted fashion. Within 4 Business Hours
Significant Business Impact. Severely limited functionality. The impact is business critical, though some limited amount of Customer’s work is still possible (e.g., severe slowdown of the Unite Us Platform).
