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 during Telephone Assistance Hours. • SERIOUS (system seriously impaired) - Callback within an average of two (2) Telephone Assistance Hours of service request. • NOT CRITICAL - Callback within an average of four (4) Telephone Assistance Hours of service request.
Appears in 2 contracts
Sources: Sun Servicemanager Agreement (Consonus Technologies, Inc.), Sun Servicemanager Agreement (Consonus Technologies, Inc.)