CUSTOMER-DEFINED PRIORITY AND RESPONSE TIME. When Contact calls for support assistance, Contact will assign a priority rating to the call: URGENT, SERIOUS, or NOT CRITICAL: • URGENT (system unusable) - Live transfer of service request. Personnel arrive at the installation site within an average of two (2) hours of service request for on-site hardware support assistance. • SERIOUS (system seriously impaired) - Live transfer of service request. Personnel arrive at the installation site within an average of four (4) hours for on-site hardware support assistance. • NOT CRITICAL - Live transfer of service request. Personnel arrive at the installation site after an average of one (1) business day or at a later mutually convenient time for on-site hardware support assistance.
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Sources: Sun Servicemanager Agreement (Consonus Technologies, Inc.), Sun Servicemanager Agreement (Consonus Technologies, Inc.)
CUSTOMER-DEFINED PRIORITY AND RESPONSE TIME. When Contact calls for support assistance, Contact will assign a priority rating to the call: URGENT, SERIOUS, SERIOUS or NOT CRITICAL: • * URGENT (system unusable) - Live transfer of service request. Personnel arrive at the installation site within an average of two (2) hours of service request for on-site hardware support assistance. • * SERIOUS (system seriously impaired) - Live transfer of service request. Personnel arrive at the installation site within an average of four (4) hours for on-site hardware support assistance. • * NOT CRITICAL - Live transfer of service request. Personnel arrive at the installation site after an average of one (1) business day or at a later mutually convenient time for on-site hardware support assistance.
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