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APPENDIX A. Definitions and Response Time Summaries. <br /> Definition of Priorities (examples�: <br /> 0 Critical Issue—MLJNIS is down <br /> Undiagnosed but feared critical <br /> Situation may require a restore—MUNIS use suspended until a diagnosis is given <br /> Federal deadline/penalty or fine to be levied <br /> State/local deadline/penalty or fine to be levied , <br /> Implementers on site and training cannot continue <br /> Site is going live today <br /> Client is in the middle of Year End Processing and cannot continue <br /> Payroll Checks cannot be printed/completed/Direct Deposit file due to bank <br /> Tax/Utility Bills are due and the client cannot continue <br /> System down due to hard drive/Server Failure—OS/DBA <br /> System down due to expired/deactivated GUI License <br /> 1 Severe issue,but there is a work around <br /> Federal/State/Local Deadline approaching within 30 days <br /> Another critical process hinges on the success of the completion of this issue <br /> Issue that may cause us to contact an external vendor so time to solve is not <br /> within our control <br /> Issue that may need to be evaluated for a major release so it is hot because of the <br /> release deadline <br /> Conversion/Migration data issue where client is under a deadline to prove data <br /> Request for new media—timing critical(W2 bug fix, for example) <br /> Client calling back with validation information on a FER sent to the site for <br /> confirmation. <br /> 2 Important issue—not severe <br /> Suspect a bug of a non-critical nature—may eventually generate a FER <br /> Routine system issues to be scheduled through OS/DBA or other technical <br /> employees <br /> Requests for new media—non-critical <br /> Requests for educational seminar information <br /> Issue with no immediate deadline (i.e.: > 30 days) <br /> Data correction to fix a few bills/records <br /> Routine product issues <br /> New printer set up/configuration with OS/DBA <br /> Problems loading GUI client software, IQ Objects, Crystal or Informix SDK <br /> 3 Lowest priority issues <br /> Not a severe issue—may just be a question of how something works <br /> Not expected to result in a bug FER for Development <br /> Password far web site—phone numbers—enhancement request—request for <br /> documentation <br /> 5 <br />