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Appendix A: lncident Priority Definitions <br />HARRIS and CLIENT agree to use the following priority definitions when prioritizing incidents <br />logged during the project. <br />Priority 1 - Critical <br />o System Down (Software Application, Hardware, Operating System, Database) <br />. Application errors without workarounds that prevent testers from testing. <br />o lncorrect calculation errors impact a majority of data. <br />o Aborted postings or error messages preventing data integration and update. <br />o Performance issues of severe nature impacting critical processes <br />o Performance issues impacting critical processes. <br />o Critical incidents assigned back to CLIENT need to be validated within a business day <br />Note: the existence of a reasonable work-around precludes a Priority L or Priority 2 issue <br />in mostcases. <br />Priority 2 - High <br />. Application errors that have workarounds impacting business, but the workaround <br />is eithercomplex or time consuming and significantly affects productivity after go- <br />live. <br />o Calculation errors impacting a minority of records. <br />. Report generation failures impacting critical processes. <br />. Report calculation issues <br />o Data Security issues <br />o Printer related issues (related to interfaces with our software and not the printer itself) <br />o High Priority incidents assigned back to CLIENT need to be validated within 2- 3 business days. <br />Priority 3 - Medium <br />. Application errors/issues that have workarounds impacting business, but the <br />workaround iseither complex or time consuming <br />o Report formatting issues <br />o lssues with workarounds for large majority of accounts <br />o Some recommendations for enhancements on application changes <br />o Performance issues not impacting critical processes. <br />o Usability issues <br />o Medium Priority incidents assigned back to CLIENT need to be validated within 5 business <br />days. <br />36 Cayento V9 Statement of Work