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• Progress Report:This term shall define the frequency with which updates are provided to the <br /> parry who report the problem/request <br /> • Communication Method:This term shall refer to the method through which Progress Reports and <br /> the Initial Response are communicated to the reporting party <br /> • Target Resolution Time: This term shall mean the target elapsed time between when NC HIE is <br /> formally notified of a support request by QO and the time a final position is agreed between NC <br /> HIE and QO/Participant,where either a solution(which may be remedying the fault or providing <br /> a work-around)has been reached or no further action can be taken under the terms of this <br /> Agreement. This time is a target only,and NC HIE does not guarantee that any particular support <br /> request will be resolved within the specified time period. <br /> Fault Initial Progress. Communication Target"Resolution ; Coverage <br /> Priority Response "` Report Method Time Hours) <br /> Level Time <br /> Level 1 1 Hour 2 Hours Phone and e-mail 5 Business Hours 7x24x365 <br /> Level 2 2 Hours 4 Hours Phone and e-mail 10 Business Hours 7x24x365 <br /> Leve13 Next Business Daily E-mail 3 Business Days Business <br /> Day Day <br /> Leve14 Next Business As required E-mail By arrangement Business <br /> Day Day <br /> Service Availability: <br /> NC HIE systems and services shall achieve a Systems Availability of 99.7%or better.The Systems <br /> Availability will be measured Daily and reported to QO/Participants on a monthly basis. <br />