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• Server-shall mean the server(s)on which the Services will be hosted. <br /> • Service-shall be the Hosting services delivered by NC HIE to the QO/Participant. <br /> • Service Level Metric—The Service Level Metric is comprised of two parts,the Metric <br /> and the Threshold. The Metric is the value that defines the data points that will be <br /> measured and reported.The Threshold is a description of the metric level to be measured <br /> against. Threshold levels will be Service Level,and Missed Service Level. <br /> Problem Management Process <br /> Coverage Hours: <br /> Help desk coverage shall be provided by NC HIE to QO or Participant Administrators on Business Days <br /> (Monday—Friday)8 AM to 8 PM EST. A Business Hour is defined as 8 AM to 8 PM EST during any <br /> Business Day.After hours coverage will be available for Priority 1 and Priority 2 problems on a <br /> 24x7x365 basis. <br /> Problem Priority Definition <br /> All problems or requests received by NC HIE help desk shall be given a problem priority based on the <br /> feedback from the reporting parry.The definitions for Problem Priority are as follows: <br /> Pii6iity <br /> Detention <br /> Priority 1 Priority 1 Critical Business Impact—System down or immediate work <br /> stoppage of a critical business service that threatens current and future <br /> productivity. <br /> Priority 2 Priority 2 Significant Business Impact—Problem where system or <br /> business service is proceeding but in a seriously impaired or in a <br /> restricted fashion and no acceptable workaround is possible. <br /> Priority 3 Priority 3 Some Business Impact—Problem for which the impact is an <br /> inconvenience,which may require a workaround to restore <br /> functionality and productivity is not seriously impaired. <br /> Priority 4 All other problems or requests. <br /> Problem Response Time <br /> For purposes of reporting and tracking problems as well as ensuring that problem resolution is completed <br /> in a timely and orderly manner,the following guidelines have been establish for problem response times. <br /> Key definitions are: <br /> • Initial Response: This term shall refer to NC HIE providing updates to QO by phone,email or <br /> other manner as determined by NC HIE for resolution of each support request submitted by QO. <br />