Laserfiche WebLink
Department of Information Technology Services <br />VI. Problem Priority and Response Time <br />A. Priority Level 1: <br />Major Business Impact — defined as a problem that causes complete <br />loss of service to the Customer production environment and work can <br />not reasonably continue. Workarounds to provide the same functionality <br />are not possible and can not be found in time to minimize the impact on <br />the Customer's business function <br />B. Priority Level 2: <br />Significant Business Impact — this classification applies when processing <br />can proceed but performance is significantly reduced and /or operation of <br />the system is considered severely limited. No workaround is available <br />however operation can continue in a restricted fashion <br />C. Priority Level 3: <br />Minor Business Impact — a problem that causes minimal loss of service <br />The impact of the problem is minor or an inconvenience such as a <br />manual bypass to restore product functionality. <br />D. Priority Level 4: <br />No Business Impact — a problem that causes no loss of service and in <br />no way impedes use of the system. <br />Priority Level <br />Initial Response to <br />Update To KCS <br />Customer <br />Level 1 — Emergency <br />Respond to Customer <br />Daily <br />within 30 minutes <br />Level 2 — High <br />Respond to Customer <br />Daily <br />within 2 hours <br />Level 3 — Normal <br />Respond to Customer <br />Every two weeks in CCITS KCS <br />within 1 Business Day <br />Meeting <br />Level 4 — Low <br />Respond to Customer <br />Every two weeks in CCITS KCS <br />within 3 Business Days <br />Meeting <br />Outstanding Work orders and Projects <br />Every two weeks in CCITS KCS <br />Meeting <br />11/20/2012 Last Revision <br />Page 6 of 10 <br />Attachment number 1 <br />F -5 Page 99 <br />