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15 <br /> Support Issue Production Levels - Response and Escalation <br />o Response Time is the period from the time the Production case was logged in the Customer Center until <br />Rubicon responds to Customer and/or escalation within Rubicon, as appropriate. Because of the widely <br />varying nature of issues, it is not possible to provide specific resolution commitments. <br /> SEVERITY LEVEL 1 <br /> Definition: The Rubicon Service is unavailable for all users <br /> Rubicon Response Commitment: Rubicon will respond within one (1) hour of receipt of <br />case. <br /> Resolution: Rubicon will work to resolve the problem until the Service is returned to <br />normal operation. Customer will be notified of status changes. <br /> Escalation: If the problem has not been resolved within one (1) hour, Rubicon will <br />escalate the problem within the appropriate Rubicon organization. The escalated problem <br />will have higher priority than ongoing support, development or operations initiatives. <br /> Customer Response Commitment: Customer shall remain accessible by phone for <br />troubleshooting from the time a Severity 1 issue is logged until such time as it is <br />resolved. <br /> SEVERITY LEVEL 2 <br /> Definition: The Rubicon Service contains a bug that prevents Customer from executing <br />one or more critical business processes with a significant impact and no workaround <br />exists. <br /> Rubicon Response Commitment: Rubicon will respond within one (1) hour of receipt of <br />case. <br /> Resolution: Rubicon will work to resolve the problem until the Service is returned to <br />normal operation. Customer will be notified of status changes. <br /> Escalation: If the problem has not been resolved within four {4) hours.; Customer may <br />request that Rubicon escalate the problem within the appropriate Rubicon or ganization <br />where the escalated problem will have higher priority than ongoing development or <br />operations initiatives. <br /> Customer Response Commitment: Customer shall remain accessible by phone for <br />troubleshooting from the time a Severity 2 issue is logged until such time as it is <br />resolved. <br /> SEVERITY LEVEL 3 <br /> Definition: The Rubicon Service contains a bug that prevents Customer from executing <br />one or more important business processes. A workaround exists but is not optimal. <br /> Rubicon Response Commitment: Rubicon will respond within four (4) hours of receipt of <br />case. <br /> Resolution: If resolution requires a Rubicon bug fix, Rubicon will add the bug fix to its <br />development queue for future Update and suggest potential workaround until the problem <br />is resolved in a future Update. Customer will be notified of status changes. <br /> Escalation: If the problem has not been resolved within one (1) week, Customer may <br />request that Rubicon escalate the problem to the appropriate Rubicon organization. <br /> Customer Response Commitment: Customer will respond to Rubicon requests for <br />additional information and implement recommended solutions in a timely manner. <br /> SEVERITY LEVEL 4: <br /> Definition: The Rubicon Service contains an issue that may disrupt important business <br />processes where a workaround is available or functionality is not imperative to <br />Customer's business operations. <br />DocuSign Envelope ID: 191A2821-4031-4BC4-8723-2D9C4C89A3A6