Non-Emergency Support. Vendor shall be responsible for ensuring adequate people resources are available to support non-Priority 1 request not less than [*] of the time, during Normal Business Hours [*]. PRIORITY 1 requests are defined as those events associated with a key system failure to a business function or location. This category is characterized by the following: - Issues that keep The Client from operating their business - Have a large detrimental impact on the business - No alternative work around exists. All other failures are categorized as non-emergency.
Appears in 2 contracts
Sources: Information Technology Services Agreement (Trizetto Group Inc), Information Technology Services Agreement (Trizetto Group Inc)