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nra, iTRO N Serv'ce Delivery <br /> Mitigation:System can Go-Live with acceptable workaround and long-term plan in <br /> place to address issue via product release schedule. <br /> 4 Non-Critical Minor loss of non-critical system functions,usability issues,or other problems where <br /> acceptable workaround is present and does not impede critical operations. <br /> Mitigation:Generally,these are cosmetic issues that may or may not have an easy <br /> workaround or short-term solution available but does not prevent system from Go- <br /> Live. System can be accepted with non-Critical issues present. <br /> Note:This applies to Licensed Software/Firmware, Go-Live and System Acceptance. <br /> G.3. Tier Support Levels During Testing <br /> During testing, issues may be encountered that require support from resources that are Subject Matter Experts <br /> in the System. To address issues encountered during testing and post-production, CUSTOMER will designate <br /> internal staff to provide Tier 1 and Tier 2 support as described below. <br /> Level Defined lExamples;'.; Responsibility; Post-Praluct�on <br /> 1 A resource that is knowledgeable on the End user is not able to run a CUSTOMER CUSTOMER <br /> System. Such resources are report during test period. <br /> considered process owners and are first Tier 1 Support would <br /> level support for problemsfissues provide support to this user. <br /> encountered.Tier 1 is required to <br /> provide basic troubleshooting. For each <br /> issue encountered,they should collect <br /> the following information in their <br /> problem/resolution process: <br /> What happened <br /> When did it happen? <br /> Who encountered the issue? <br /> What attempts were made to resolve <br /> Suggested next steps. <br /> 2 If Tier 1 is unable to resolve,Tier 1 All issues that cannot be CUSTOMER CUSTOMER <br /> escalates to Tier 2.Tier 2 are also answered at Tier 1 during <br /> knowledgeable in the System but have test period and require a <br /> deeper product knowledge. deeper knowledge to <br /> If Tier 2 is unable to resolve,they will investigate and resolve <br /> engage appropriate ITRON resource(s). Tier 1 would escalate to Tier <br /> 2. <br /> Tier 2 would escalate to <br /> ITRON Global Support <br /> Services or ITRON Project <br /> resources. <br /> Statement of Work—City of Decatur.IL Confidential Page 11 of 22 <br />