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Problem severity, response, and resolution <br />Pursuant to ETA's System Support Process, ETA personnel shall decide of the severity of all issues received by <br />Customer. While response times are committed for each severity, the issue resolution time shall be on a case -specific <br />basis, independent of severity level. Once resolution times are estimated, the penalty to ETA of exceeding the <br />estimated resolution time shall vary based on severity. Severity definitions, response times and penalties for exceeding <br />resolution times are as follows: <br />Service level commitment and penalties <br />The parties acknowledge that the System is a complex technical solution, the effective operational uptime of which is <br />dependent on the interaction between hardware, software, vehicles, and various user and support personnel of both <br />ETA and the Customer. The parties agree to make all reasonable efforts to minimize downtime of the overall System, <br />the functionality of the System and any vehicles on which the System is installed. Accordingly, ETA shall incur penalties <br />for operational downtime, according to the severity of the issues defined under this Section. This instance may trigger <br />penalties; Cumulative downtime for a severity level for a month exceeds the allowable levels below. <br />Initials: ETA Transit , 19 <br />