Response Time shall mean: Average time between the receipt of a ticket from Authorized User* and the subsequent contact with the Authorized User by Company 119.
High Priority
- Ticket Definition: Issue(s) rendering the Website unusable for public access or admin access related to the site software or a user-created error. (Hosting or hardware-related issues are covered under a separate contract.)
- Minimum Response Time (Expected Response Time): 2 hours (1 hour)
- Measurement Window for Response Time: Business Hours (Mon-Fri, 9:00am EST – 5:00pm EST, not including statutory holidays)
Medium Priority
- Ticket Definition: Not Urgent/High Priority, but do have a significant impact or are important as defined by Client.
- Minimum Response Time (Expected Response Time): 8 hours (6 hours)
- Measurement Window for Response Time: Business Hours (see “High Priority” for definition)
Low Priority or General Questions
- Ticket Definition: General questions, minor changes of the CRM or public facing areas. Communication would typically be handled via email or phone and not require a face-to-face or virtual meeting.
- Minimum Response Time (Expected Response Time): 24 hours (8 hours)
- Measurement Window for Response Time: Business Hours (see “High Priority” for definition)
Additional Functionality Post-Launch Requests
- Ticket Definition: Changes or enhancements to the theme of a particular site or the central framework.
- Minimum Response Time (Expected Response Time): 48 hours (8 hours)
- Measurement Window for Response Time: Business Hours (see “High Priority” for definition)
One-on-One Training Session
- Ticket Definition: Requests for personal training on CMS utilization by ADP or Authorized User(s).
- Minimum Response Time (Expected Response Time): 7-14 Days (7 Days)
- Measurement Window for Response Time: Business Hours (see “High Priority” for definition)
*Authorized User shall mean any employee of the Client or a third party duly authorized by the Client with the necessary access rights to use the Website.
