Common use of Prioritization Clause in Contracts

Prioritization. All reported incidents receive a priority number based on the impact and urgency of the service interruption. Impact is determined based on the number of people/departments/buildings that are affected by the interruption or outage. Life-Safety issues are taken into consideration for assessing and assigning priorities. Urgency is based on the acceptable delay to restore the service. Urgency can be critical or high and is determined based on the nature of the service outage. IT Shared Services may prioritize incoming incident requests as L1 or L2 priority if it meets one or more of the following criteria: • Significant number of people affected; • The level to which work is impaired for individuals; • Academic and Administrative Calendar deadlines; • Significant impact on the delivery of instruction; • Significant risk to safety, law, rule, or policy compliance. 7 Maintenance and Service Changes The Maintenance Window for Data Center & System Administration can be found on the IT Shared Services website. IT Shared Services reserves the right to modify the maintenance window. 8 Performance and Review 8.1 System Performance and Availability Service performance and availability reports will be provided with the release of the annual report. 8.2 SLA Reviews

Prioritization. All reported incidents receive a priority number based on the impact and urgency of the service interruption. Impact is determined based on the number of people/departments/buildings that are affected by the interruption or outage. Life-Safety issues are taken into consideration for assessing and assigning priorities. Urgency is based on the acceptable delay to restore the service. Urgency can be critical or high and is determined based on the nature of the service outage. IT Shared Services IT may prioritize incoming incident requests as L1 or L2 priority if it meets one or more of the following criteria: • Significant number of people affected; • The level to which work is impaired for individuals; • Academic and Administrative Calendar deadlines; • Significant impact on the delivery of instruction; • Significant risk to safety, law, rule, or policy compliance. 7 Maintenance and Service Changes The Maintenance Window for Data Center & System Administration Telephone Services can be found on the IT Shared Services website. IT Shared Services reserves the right to modify the maintenance window. 8 Performance and Review 8.1 System Performance and Availability Service performance and availability reports will be provided with the release of the annual report. 8.2 SLA Reviews

Prioritization. All reported incidents receive a priority number based on the impact and urgency of the service interruption. Impact is determined based on the number of people/departments/buildings that are affected by the interruption or outage. Life-Safety issues are taken into consideration for assessing and assigning priorities. Urgency is based on the acceptable delay to restore the service. Urgency can be critical or high and is determined based on the nature of the service outage. IT Shared Services may prioritize incoming incident requests as L1 or L2 priority if it meets one or more of the following criteria: • Significant number of people affected; • The level to which work is impaired for individuals; • Academic and Administrative Calendar deadlines; • Significant impact on the delivery of instruction; • Significant risk to safety, law, rule, or policy compliance. 7 6 Maintenance and Service Changes The Maintenance Window for Data Center & System Administration IT Help Desk services can be found on the IT Shared Services website. IT Shared Services reserves the right to modify the maintenance window. 8 Performance and Review 8.1 System Performance and Availability Service performance and availability reports will be provided with the release of the annual report. 8.2 SLA Reviews

Prioritization. All reported incidents receive a priority number based on the impact and urgency of the service interruption. Impact is determined based on the number of people/departments/buildings that are affected by the interruption or outage. Life-Safety issues are taken into consideration for assessing and assigning priorities. Urgency is based on the acceptable delay to restore the service. Urgency can be critical or high and is determined based on the nature of the service outage. IT Shared Services may prioritize incoming incident requests as L1 or L2 priority if it meets one or more of the following criteria: • Significant number of people affected; • The level to which work is impaired for individuals; • Academic and Administrative Calendar deadlines; • Significant impact on the delivery of instruction; • Significant risk to safety, law, rule, or policy compliance. 7 Maintenance and Service Changes The Maintenance Window for Data Center & System Administration Software Services can be found on the IT Shared Services website. IT Shared Services reserves the right to modify the maintenance window. 8 Performance and Review 8.1 System Performance and Availability Service performance and availability reports will be provided with the release of the annual report. 8.2 SLA Reviews

Prioritization. All reported incidents receive a priority number based on the impact and urgency of the service interruption. Impact is determined based on the number of people/departments/buildings that are affected by the interruption or outage. Life-Safety issues are taken into consideration for assessing and assigning priorities. Urgency is based on the acceptable delay to restore the service. Urgency can be critical or high and is determined based on the nature of the service outage. IT Shared Services may prioritize incoming incident requests as L1 or L2 priority if it meets one or more of the following criteria: • Significant number of people affected; • The level to which work is impaired for individuals; • Academic and Administrative Calendar deadlines; • Significant impact on the delivery of instruction; • Significant risk to safety, law, rule, or policy compliance. 7 Maintenance and Service Changes The Maintenance Window for Data Center & System Administration Learning Spaces Technologies can be found on the IT Shared Services website. IT Shared Services reserves the right to modify the maintenance window. 8 Performance and Review 8.1 System Performance and Availability Service performance and availability reports will be provided with the release of the annual report. 8.2 SLA Reviews