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P4 Low – NON-SERVICE AFFECTING DEFECT –Non-urgent or cosmetic problems, <br />queries, causing inconvenience only. <br />C. Resolving an Issue <br />1. Steps to Resolution <br />a) PrimeGov Customer Success staff will analyze the issue and revert to the Customer with an <br />assessment of the issue <br />b) The issue will then result in one of the following actions: <br />a. The PrimeGov Customer Success staff will send a set of steps to close the issue with <br />associated times. <br />b. PrimeGov Customer Success staff will ask for more clarification/ information on the <br />issue. <br />c. PrimeGov Customer Success staff may discuss the priority of the issue. <br />c) The Customer and the PrimeGov Customer Success staff will mutually agree to close or <br />reprioritize an issue. <br />d) If a support issue is closed because it has been successfully resolved, then PrimeGov <br />Customer Success staff will provide a brief description of the final solution to the Customer. <br />e) If a support issue is closed but it has not been successfully resolved, then PrimeGov Customer <br />Success staff will provide a brief description of the reason for closing the issue to the <br />Customer. <br /> <br />2. Target Response Time <br />PrimeGov will aim to provide the Customer with a response within a specific time limit based <br />on the agreed Priority Code of the Support Issue (a “Target Response Time”). The following <br />Target Response Times are within the Hours of Coverage. <br /> <br /> <br />3. Problem Escalation <br /> <br />A Support Call’s Priority Code may be escalated by either the Customer or PrimeGov, if it is <br />found to be more business critical than first realized or if the steps to resolve are proving <br />unsatisfactory. In the event of escalation the following contacts from PrimeGov should be <br />called: <br />Role Name Contact Details <br />V.P. Customer <br />Success <br />Larry Thorpe Larry.thorpe@primegov.com <br /> <br />Priority Code Description Target Response Time <br />< <br />P1 Critical 30 Minutes <br />P2 High 1 Hour <br />P3 Moderate 2 Hours <br />P4 Low 40 Hours