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2 <br />Service Level Agreement <br />Courthouse Computer Systems provides a Service Level Agreement (SLA) as part of our commitment to <br />providing exemplary customer support. The SLA establishes response times and resolution times based <br />upon severity level. <br /> <br />Severity Description Response Temporary <br />Resolution <br />Resolution <br /> <br />1 <br />(High) <br />Production use of the <br />software is stopped or <br />severely impacted such that <br />the office cannot function <br />and no circumvention <br />procedures are available <br />Immediate Best effort until <br />fixed or a suitable <br />workaround is <br />provided. Regular <br />status updates <br />provided every 4 <br />hrs. <br />0-2 days <br />2 <br />(Med- <br />high) <br />Production use of the <br />software is severely <br />impacted, but a workaround <br />is available <br />0-4 hrs Best effort to fix <br />or improve upon <br />available <br />workaround. <br />Status updates <br />provided daily. <br />0-5 days <br />3 <br />(Med) <br />Loss of use of non-essential <br />functionality with minimal <br />impact to office workflow <br />including problems isolated <br />to one machine <br />0-1 day Fix or suitable <br />workaround <br />provided within 5 <br />business days. <br />0-25 days <br />4 <br />(Low) <br />General requests or inquiries <br />not impacting overall office <br />function <br />0-3 days Fix or suitable <br />workaround <br />provided within <br />25 business days. <br />0-25 days <br /> <br />Escalation Management <br />Our escalation management system provides careful monitoring of situations that require increased <br />awareness and immediate action. Items can be escalated when the Courthouse Computer Systems <br />support team feels as though they will be unable to resolve the issue or likely to exceed the SLA <br />timeline. Items can be escalated by the customer in order to bring focused management attention to <br />critical issues. <br /> <br /> <br /> <br /> <br />21