1 High Total customer 5 days / Respond to Communicate plan outage or an week, DHR within of action to DHR outage having an one (1) hour within two (2) hours. impact on a EST of receiving customer’s report. Bug fixes shall be business, affecting deployed upon the majority of approval from the users. (Examples: State Project 1. The server is Manager. This down during approval will be scheduled granted on the same availability and day the State Project Department Manager receives Administrators and specific information time study regarding the bug fix participants cannot from the Contractor access RMTS; 2. Fix any bugs that are discovered in the application.) 2 Medium Problem affecting 5 days / Respond to Within four (4) an individual or a week, caller within business hours after user group. two (2) response time if can An alternate EST business be resolved bypass may be hours of remotely. For issues available. receiving requiring onsite (Examples: 1. the report. troubleshooting or Request to add resolution, a user accounts or technician should be modify privileges; onsite within one (1) 2. Authorized user business day. has a question about application functionality).
1 High Total customer outage or an outage having an impact on a customer’s business, affecting the majority of users. (Examples: 1. The server is down during scheduled availability and Department Administrators and time study participants cannot access RMTS; 2. Fix any bugs that are discovered in the application.) 5 days / week, EST Respond to DHR within one (1) hour of receiving report. Communicate plan of action to DHR within two (2) hours. Bug fixes shall be deployed upon approval from the State Project Manager. This approval will be granted on the same day the State Project Manager receives specific information regarding the bug fix from the Contractor 2 Medium Problem affecting an individual or a user group. An alternate bypass may be available. (Examples: 1. Request to add user accounts or modify privileges; 2. Authorized user has a question about application functionality). 5 days / week, EST Respond to caller within two (2) business hours of receiving the report. Within four (4) business hours after response time if can be resolved remotely. For issues requiring onsite troubleshooting or resolution, a technician should be onsite within one (1) business day.