Priority Definitions Sample Clauses

Priority Definitions. All Service Requests will be allocated a Priority and agreed with the Buyer based on the following criteria:

Priority Definitions. Red - An Error due to Mark43’s systems that results in the inoperability or substantial impairment of a core function for the majority of Subscriber’s Authorized Users, provided there is no feasible workaround. Examples include: Authorized Users cannot access the Application; CAD units cannot be dispatched; reports cannot be created. • Orange - An Error due to Mark43’s systems that results in the inoperability or substantial impairment of a critical workflow for the majority of Subscriber’s Authorized Users, provided there is no feasible workaround. Examples include: significant lagging/slowness; inability to process persons in custody; inability to export reports or cases for same or next day court deadlines; inability to submit reports.

Priority Definitions. Level Definition Examples

Priority Definitions. Priority 1 Critical All or significant functionality unavailable, causing a significant operational impact. Priority 2 High Significant functionality unavailable, but interim workaround is available. Priority 3 Medium Certain aspects of functionality, no operational impact but inconvenient. Priority 4 Low Requests for Information or Incidents on test system. The Service Levels start when the Incident is moved to the Open state. If your Incident is urgent please call the Service Desk on 0208 391 4646. The Support mail box will be checked every 2 hours during Telephone Support Business Hours as a minimum. All Incidents received into the mail box will be logged within 1 hour from checking. NB All urgent Incidents to be logged by phoning the Service Desk on 0208 391 4646, see above. A response is defined as our acknowledgement of the Incident with an update on the progress. A resolution is defined as identifying and advising the Customer User of the steps to resolve or supplying the next release. If no response is received from the Customer after three attempts to contact the Customer the Incident will be marked as resolved. If you are unhappy with the service provided the following escalation procedure should be followed: Contact via our switchboard on 0208 391 9000

Priority Definitions. ● Priority 1 “

Priority Definitions. Visigenic will work with the Customer to assign the appropriate priority to all reported Technical Support Cases based on the following criteria: [*] [*] Certain information on this page has been omitted and filed separately with the Securities and Exchange Commission. Confidential treatment has been requested with respect to the omitted portions. [*]

Priority Definitions. High Priority : This would typically be an issue that has caused down time for staff e.g Server, Internet, Email, MS Office or accounting software. Medium Priority : This would be a problem which is affecting software or hardware but not causing any downtime e.g a report in Sage looks incorrect once printed. Low Priority : Not urgent call such as moving a printer from one location to another. All services request calls will be logged on the SovleIT call logging system which is held on the SolveIT server. A response to the services request will be made either immediately via telephone or within 2 working hours via email. The priority of the call will be ascertained at the point of initial contact. For large scale non urgent projects, agreements can be made between both parties on reasonable timescales for development and implementation.

Priority Definitions. (In addition to the following criteria, input from the caller should be considered in assigning priority – for example, is the caller working to meet a critical deadline and faces missing it because of the issue) Urgent Business-critical production outage Prevents multiple people from doing their work Impacts user identified as a VIP Impacts an entire site, facility or application No acceptable work-around High Affects non business-critical process Prevents multiple people from doing their work Ability to conduct work is extremely impacted No acceptable work-around OR Affects business-critical process Prevents one person from doing work Ability to conduct work is extremely impacted No acceptable work-around Medium Affects non business-critical process Prevents one person from doing work May be an acceptable work-around Low Affects non business-critical process Acceptable work-around is available Scheduled Work / Maintenance / user need for training Minor inconvenience

Priority Definitions. Description Service Desk Provide a single point of contact for rapid restoration of services, and fulfil requests for IS services. • Receive and record all inquires and incidents from users • Provide an initial assessment of incidents and attempt to resolve on the first call • Should a call back be required, coordinate communications • Keep the user informed of progress relating to incidents and service requests • Escalate unresolved incidents to higher levels of IS support as required Service Expectation Level There are three levels of support provided under this agreement. These levels, which are integrated into the IS support process, are defined as follows: 1st Line: Incident Management —This is first line support provided by the global service desk when it receives a call request from a user. If this level of support cannot resolve the incident, the request is passed to the 2nd line support, these are infrastructure/application support specialists. 2nd Line: Incident Management —This is support provided by the infrastructure and application support teams or subject matter experts (SMEs). This support level is to provide a resolution or workaround for the user. Where a workaround is in place the incident is closed and passed onto the next line of support or Problem Management (To be defined in PM Procedure). 3rd Line — This level of support performs root cause analysis to resolve the problem. This level of support can also be provided by 3rd party support team wherever there is a dependency on the supplier.