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Docusign Envelope ID:AEFAFBCD-492F-42E4-911E-F91FC8B3A7BC <br /> Desktop Hardware Problem' Customer IT <br /> Network Communication Customer IT <br /> Isolated Workstation Issue Customer IT <br /> Database Performance/storage I Versaterm <br /> Application or software related I Versaterm <br /> 3.2. Problem Definition and Priority: <br /> The following table provides a list of the types of problems that can be experienced. <br /> D,escrl tlon of problem Prcorlty <br /> All services unavailable: (Customer Wide) Showstopper High <br /> The system is unavailable. <br /> Cases cannot be processed. <br /> Efficiency/Performance/Throughput:System is Showstopper High <br /> functional but does not match the performance <br /> criteria. <br /> System not performing as specified: Showstopper High <br /> Functions are not executing correctly and are <br /> stopping cases from being processed. No <br /> workaround available. <br /> User Error: Training Issue/Questions Low <br /> Problem reported by user that was a result of <br /> user error or misunderstanding. <br /> Isolated workstation failure. <br /> Enhancement: Enhancement Low <br /> System does not perform the required -These will be added to the <br /> functionality. Functionality was not within enhancement list and addressed <br /> requirements. with Versaterm as needed. <br /> System not performing as specified Workaround Available Medium <br /> (workaround available). An error is Complex workaround <br /> experienced but the problem can be worked Decrease system's <br /> around. <br /> efficiency/performance/ <br /> throughput <br /> Decreases user/department's <br /> efficiency in completing tasks <br /> August 2024—190824 <br /> Page 3 of 5 <br />