Application Hosting Services: General Support, Incident Prioritization, and Target Response Metrics
Standard Hours of Support: "Normal Business Hours" are defined as Monday through Friday, 8:00 AM to 5:00 PM (Client's local time) and exclude Ellucian's observed holidays. Upon Client's request, Ellucian will provide Client with a listing of such holidays. Work affecting non-Production systems or work which is reasonably deemed by Ellucian as non-mission-critical will be performed only during Normal Business Hours.
After Hours Support: Work to resolve incidents of “Priority 1” and “Priority 2” may be performed after Normal Business Hours, as appropriate, depending on the impact of the issue.
Priority Levels: The priority of an active incident is indicated at the time the incident is first reported to Ellucian. Client must report the priority of an incident using the definitions below. Ellucian will review and validate the priority for open incidents and may adjust the priority to better align with these definitions.
| Priority Level | Definition |
|---|---|
| P1 | System Down Issues that result in an active Client Production environment not being available |
| P2 | Major Functionality Issue Issues that cause any mission-critical functions in a Production environment to perform unacceptably or to fail |
| P3 | Minor Functionality Issue Issues that do not meet the criteria for P1 or P2 |
Response times listed below reflect targets and are not (and should not be construed as) contractual obligations. Response time commitments do not imply, promise or guarantee a complete resolution within the stated time frames. Rather, the time commitment is intended to indicate the estimated target time interval in which the Client will be contacted by Ellucian technicians after service desk triaging and routing the issue to either the Client's onsite representative or Ellucian support. Ellucian technicians will begin triaging the request to seek a resolution of the issue once communication with the Client has been established to validate an incident and depending on the priority level as described below. In the event an issue is identified as needing to be escalated or triaged to Client's onsite representative or third party vendor during times when the Client does not provide or has not contracted for onsite or third party support or at any time the Client is unavailable in a manner that would prevent referral of an issue to the next level of support, the referral will be made within the response times set forth below when the Client site is next available for business during Normal Business Hours.
| Priority Level | Target Response Time | Notification Schedule |
|---|---|---|
| P1 | 60 Minutes | Every 60 minutes after triage via email or phone until resolution and via ITSM incident management tool |
| P2 | 4 Hours | Updates via ITSM incident management tool |
| P3 | Next business day | Updates via ITSM incident management tool |