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Priority <br />- Priority Definition <br />Response Times - <br />Priority 3 - <br />Normal Customer Service Hours <br />Normal Customer Service Hours: Telephone calls to <br />High Priority <br />Support: A Software Error not meeting <br />800.987.0911 will be answered and managed by the <br />the criteria of a Critical or Urgent <br />first available representative. <br />Priority, which has a workaround <br />available, but which does negatively <br />Priority 3 issues for IQ Search, IQ Analytics, IQ <br />impact the User from performing <br />CrimeView Dashboard, IQ FireView Dashboard, IQ <br />common IQ system functions. Such <br />CrimeMapping.com, and IQ NEARme are not <br />errors will be consistent and <br />managed after Normal Customer Service Hours. <br />reproducible. <br />• The IQ system is unable to <br />Customer Service Number 800.228.1059 for: <br />transfer data from external <br />IQ CrimeView Dashboard <br />system to IQ <br />IQ FireView Dashboard <br />• The IQ system update <br />IQ CrimeMapping.com <br />causing system functions to <br />IQ NEARme <br />be inoperative with no <br />workaround <br />A significant number of IQ workstations <br />are negatively impacted by this error <br />(e.g., does not apply to a minimal set of <br />workstations). <br />Priority 4 — <br />Normal Customer Service Hours <br />Normal Customer Service Hours: Telephone calls to <br />Medium Priority <br />Support: A Software Error related to a <br />800.987.0911 will be answered and managed by the <br />user function which does not negatively <br />first available representative. <br />impact the User from the use of the <br />system. This includes system <br />Priority 4 ssues for IQ Search, IQ Analytics, IQ <br />administrator functions or restriction of <br />CrimeView Dashboard, IQ FireView Dashboard, IQ <br />User workflow but does not significantly <br />CrimeMapping.com, and IQ NEARme are not <br />impact theirjob function. <br />managed after Normal Customer Service Hours. <br />Customer Service Number 800.228.1059 for: <br />IQ CrimeView Dashboard <br />IQ FireView Dashboard <br />IQ CrimeMapping.com <br />IQ NEARme <br />Priority 5 — <br />Normal Customer Service Hours <br />Normal Customer Service Hours: Telephone calls to <br />Low Priority <br />Support: Cosmetic or Documentation <br />800.987.0911 will be answered and managed by the <br />errors, including the City technical <br />first available representative. <br />questions or usability questions would be <br />a part of this level. <br />Priority 5 issues for IQ Search, IQ Analytics, IQ <br />CrimeView Dashboard, IQ FireView Dashboard, IQ <br />CrimeMapping.com, and IQ NEARme not managed <br />after Normal Customer Service Hours. <br />Customer Service Number 800.228.1059 for: <br />IQ CrimeView Dashboard <br />IQ FireView Dashboard <br />IQ CrimeMapping.com <br />IQ NEARme <br />