Common use of Incident Priority Clause in Contracts

Incident Priority. At the time of response, AT staff will determine the priority classification based on severity of technical problems and begin problem resolution within the following guidelines:  Priority 1: Loss of access to the LMS system-usually considered a critical issue caused by technical problems with the LMS system, user accounts or enrollments into the LMS course sites  Priority 2: Technical issues with accessing course content-often times a lack of content access is due to technical issues or requires some user training to properly access  Priority 3: Other Customer technical and training /use questions Incident resolution is the provision of a solution or work-around that returns a client back to effective use of an AT service. Based on the established priority, AT staff will endeavor to resolve the incident according to established goals:  Priority 1-Loss of access to system: try to resolve as quickly as possible with full resolution within 24 hours or provide estimated repair timeframe for more sever technical problem resolution  Priority 2-Technical issues with accessing course content: try to resolve as quickly as possible with full resolution within 48 hours or provide estimated repair timeframe for more sever technical problem resolution  Priority 3-Other Customer technical questions: try to initially respond within 24 hours and resolve as quickly as possible with full resolution within 48 hours or provide estimated repair timeframe for more sever technical problem resolution.