Priority 1—“Urgent”. Impacts multiple users and/or halts or
severely impacts critical operations. For example:
1
Entire office is unable to access data from server
2
Entire office is unable to conduct critical office functions on the Internet
(research, on-line order processing, e-mail)
3
Multiple users unable to log in to the server.
4
Multiple users report virus-infected files
Priority 2—“Standard”. Impacts individual or small group.
Normal operations impaired, but can continue. For example:
1
Client can access software/Internet from another computer
2
Malfunctioning application is not critical to productivity
3
Viable work-around exists for non-functioning application
Priority 3—“Scheduled”. Impacts individual or small group.
Service may be delayed until a mutually established future time. For
example:
1
Intermittent lockup’s
2
Patches for required features or greater stability
3
General maintenance
Priority 4—“Informational”
1
Issue is informational or educational in nature.
Response Times. As used in this document, “response”
means a contact between designated Varay personnel and a Customer Technical
Contact with respect to a problem report provided to Varay, which results in an
agreed identification of the Problem Priority and an initial assessment as to
the likely method to resolve the problem, and which, with respect to contacts
after the initial contact, provides a satisfactory explanation of the progress
being made to resolve the problem