Laserfiche WebLink
<br />. ;. <br /> <br />G MOTOROLA <br /> <br />Severity Definitions Table <br /> <br />Severity Level Problem Types <br />Severity 1 . Response is provided CODtiDuously <br /> . Major System failure <br /> . 33% of System down <br /> . 33% of Site channels down <br /> . Site Environment alarms (smoke, access, temp, AC power. <br /> . This level is meant to represent a major issue that results in an unusable <br /> system, sub-system, Product, or critical features from the Customer's <br /> perspective, No Work-arouDd or inunediate solution is available, <br />Severity 2 . Response during Standard Business Day <br /> . Significant System Impairment not to exceed 33% of system down <br /> . System problems presently being monitored <br /> . This level is meant to represent a moderate issue that limits a Customer's <br /> normal use of the system, sub-system, product, or major non~critical <br /> features from a Customer's perspective <br />Severity 3 . Response during Standard Business Day <br /> . Intennittent system issues <br /> . Information questions <br /> . UpgradeslPreventative maintenance <br /> . This level is meant to represent a minor issue that does not preclude use of <br /> the system, sub-system, product, or critical features from a Customer's <br /> perspective. It may also represent a cosmetic issue, including <br /> documentation errors, general usage questions, reconunendations for <br /> product enhancements or modifications, and scheduled events such as <br /> preventative maintenance or nroductlsystem uogrades. <br /> <br />Response Times Table (Customer's Response Time ClassificatioD is designated in the Service Agreement) <br /> <br />Severity Regular Premier Limited <br />Level Response Time Response Time Response Time <br /> . . . <br />Severity I Within 4 hours from receipt Within 2 hours from receipt Within 4 hours from <br /> of Notification of Notification receipt of Notification <br /> Continuouslv Continuously Standard Business Day <br />Severity 2 Within 4 hours from receipt Within 4 hours from receipt Within 4 hours from <br /> of Notification of Notification receipt of Notification <br /> Standard Business Dav Standard Business Dav Standard Business Dav <br />Severity 3 Within 24 hours from Within 24 hours from Within 24 hours from <br /> receipt of Notification receipt of Notification receipt of Notification <br /> Standard Business Day Standard Business Day Standard Business Day <br /> <br />OnSite Infrastructure Response and Dispatch Service <br />Approved by Motorola Contracts and Compliance /2-29-03 <br /> <br />page3 of 3 <br />