Description Response Time Resolution Sample Clauses

Description Response Time Resolution. P1 An incident that results in a total cessation of service across the Customer [2] hours [24] hours P2 An incident that results in a partial cessation or disruption of service, administrative access issues, or loss of other essential business functions. [4] hours [2] business days P3 Disruption of service for of non-essential functionality, service questions, and administrative requests such as account creation, deletion, and changes [2] business days [5] business days *Note: At times, it may be necessary to contact a vendor for assistance, thereby lengthening response times. Requests to move, add, or change service shall be handled as follows:

Description Response Time Resolution. P1 An incident that results in a total cessation of service across the Customer. Ex: Complete loss of service, the production system is down or inaccessible and the backup redundancy is also down. [2] hours [24] hours P2 An incident that results in a partial cessation or disruption of service, administrative access issues, or loss of other essential business functions. Ex: Applies to both Production systems. The system is up and running, but a critical loss of application functionality or performance resulting in a high number of users unable to perform their normal activities. Inconvenient workaround or no workaround exists [4] hours [2] business days P3 Disruption of service for of non-essential functionality, service questions, and administrative requests such as account creation, deletion, and changes [2] business days [5] business days P4 A single user incident [3] business days [5] business days P5

Description Response Time Resolution. P1 An incident that results in a total cessation of service across the customer. Critical issue that severely impacts the service. The situation halts business operations and no acceptable workaround exists. Ex: Complete loss of service, the production system is down or inaccessible and the backup redundancy is also down. [2] hours [24] hours P2 An incident that results in a partial cessation or disruption of service, administrative access issues, or loss of other essential business functions. Ex: Applies to both Production systems. The system is up and running, but a critical loss of application functionality or performance resulting in a high number of users unable to perform their normal activities. Inconvenient workaround or no workaround exists [4] hours [2] business days P3 Disruption of service for of non-essential functionality, service questions, and administrative requests such as account creation, deletion, and changes [2] business days [5] business days *Note: At times, it may be necessary to contact a vendor for assistance, thereby lengthening response times. 1. New Service(s) Entities seeking to utilize the service or deploy optional services outlined herein must: a) Submit a request via email to ▇▇▇▇.▇▇▇▇▇▇@▇▇▇▇▇▇▇▇.▇▇▇ explaining the business needs or challenges. ○ DoIT will evaluate the request to ensure that the service meets the entity’s business needs. 2. Service Modifications To increase, decrease, or alter existing service, the customer must: a) Submit a request via email to ▇▇▇▇.▇▇▇▇▇▇@▇▇▇▇▇▇▇▇.▇▇▇ ○ Service modifications include increasing or decreasing quantity of units, adding new services, engineering consulting services. ○ DoIT will log the request and assign it to the appropriate team for fulfillment. ○ Requests that involve increases to costs will result in billing changes to the agencies which will require a Statement of Work and fund certification to make the change.

Description Response Time Resolution. P1 An incident that results in a total cessation of service across the platform 2 Hours See Vendor SLAs P2 An incident that results in a partial cessation or disruption of service, administrative access issues, or loss of other essential business functions. 4 Hours See Vendor SLAs P3 Disruption of service for non-essential functionality 2 Business Days See Vendor SLAs P3 Service questions and administrative requests such as account creation, deletion, and role changes 2 Business Days 5 Business Days P4 Troubleshooting, account transfers, and account administration above and beyond account creation, deletion and role changes. 2 Business Days 10 Business Days *Note: At times, it may be necessary to contact a vendor for assistance, thereby lengthening response times.

Description Response Time Resolution. P1 An incident that results in a total cessation of service across the Customer. Critical issue that severely impacts the service. The situation halts business operations and no acceptable workaround exists. Ex: Complete loss of service, the production system is down or inaccessible and the backup redundancy is also down. [2] hours [24] hours P2 An incident that results in a partial cessation or disruption of service, administrative access issues, or loss of other essential business functions. Ex: Applies to both Production systems. The system is up and running, but a critical loss of application functionality or performance resulting in a high number of users unable to perform their normal activities. Inconvenient workaround or no workaround exists [4] hours [2] business days P3 Disruption of service for of non-essential functionality, service questions, and administrative requests such as account creation, deletion, and changes [2] business days [5] business days P4 Single user Impact [2] business days [5] business days *Note: At times, it may be necessary to contact a vendor for assistance, thereby lengthening response times.

Description Response Time Resolution. Critical Impact 1: Critical Urgency 1: High An incident that results in a total cessation of service across the customer. Involves the loss of a critical business service or function ● The impact is statewide or affecting a public-facing/revenue-generating service on a widespread level. ● Multiple public safety and critical citizen systems/applications are impacted ● The disruption could result in regulatory, security, or reputational impact 2 Hours 24 hours Priority 2: High Impact 2: High Urgency 1: High An incident that results in a partial cessation or disruption of service, administrative access issues, or loss of other essential business functions. An issue is affecting a business component that isn’t critical but is resulting in a disruption of the business service. Users are unable to perform normal business operations, and a workaround is not available. ● The issue can impact multiple agencies or a subset of multiple users ● The issue is affecting a high-level Executive. 4 hours 2 business days Priority 3: Moderate Impact 3: Normal Urgency 1: High Disruption of service of non-essential functionality, service questions, and administrative requests such as account creation, deletion, and changes. The impact causes a work stoppage for a single user - a workaround is not available ● A single user is not able to complete a time-sensitive critical task ● The user is marked as a VIP 2 business days 5 business days Priority 4: Normal Impact 3: Normal Urgency 2: Medium Minimal impact on business operations and can be resolved without significant disruption. A minor cosmetic issue on a non-critical webpage could be an example. ● An incident has impaired the user’s ability to perform their normal business operations but a workaround is available ● An issue is affecting a single user that is not business critical or time-sensitive 4 business days 7 business days

Description Response Time Resolution. Priority 1:Critical An incident that results in a total cessation of 2 Hours 24 hours Impact 1: Critical service across the Customer.

Description Response Time Resolution. P1 An incident that results in a total cessation of service across the Customer 2 Hours N/A P2 An incident that results in a partial cessation or disruption of service, administrative access issues, or loss of other essential business functions. 4 Hours N/A P3 Disruption of service for non-essential functionality 2 Business Days N/A P3 Service questions and administrative requests such as account creation, deletion, and role changes 2 Business Days 5 Business Days P4 Troubleshooting, account transfers, and account administration above and beyond account creation, deletion and role changes. 2 Business Days 10 Business Days