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PatagoniaHealth <br /> http://www.Patagoniahealth.com <br /> • Critical <br /> The software system has completely failed. Users cannot log in to the EMR or practice management <br /> system. Users cannot view or update data for any patients in the system. There are no known <br /> workarounds for the issue. <br /> For example: the web server fails. No one can log in to the system. <br /> • High <br /> System is functional but a defect may produce incorrect or incomplete results and affects the <br /> behavior. This defect has a work around, which may require modifying the user work flow. <br /> For example: E-prescription is not transmitting prescriptions. Workaround is for user to hand write <br /> prescriptions. <br /> • Medium <br /> System is functional and all operations return correct results. The defect may be isolated to a specific <br /> flow. The issue impacts a small number of users. This kind of defect has a quick workaround for the <br /> user to avoid any issues. <br /> For example: Filter in a table or list does not narrow down results. <br /> • Low <br /> The defect is aesthetic or assistance request or information request. It does not affect functionality or <br /> usability of the system. It might result from non-conformance to a standard. No work around is <br /> required. <br /> For example: Button text has spelling mistake or a message has grammatical error. <br /> C. Defect Reporting Procedures <br /> a. Initial Reporting: Customer will report any issues to Patagonia Health support team via <br /> one of the methods listed in Appendix A. <br /> b. Reporting Requirements: When reporting any issue, the customer will promptly provide <br /> the following information <br /> i. Steps to recreate the problem, include relevant details <br /> ii. Contact information (name, email and phone number) <br /> iii. If possible, severity of the issue <br /> c. Response times: Patagonia Health will respond to reported issues in a timely fashion. <br /> The response times based on severity are as follows: <br /> Trade Secret—Confidential and Proprietary Information—Do Not Disclose Except for the Purpose of Evaluating this Proposal <br />