| Critical | Production down resulting in the PACS system to be non-operational for the client. Users are unable to process their daily work in a normal fashion and no workaround is available. | 1 hour | 1 day | If the service request requires a development resource to develop a patch or service pack, Harris will work with the County until the issue is resolved or workaround is available to bring the system into a production state. |
| High | There is a significant impact to the clients daily work, however, the PACS system is still in an operational state. A difficult workaround is available | 1 day | 4 days | If the service request requires a development resource, Harris will work with the County until the issue is resolved or workaround is available to bring system into a production state. Depending on the service request, the criticality of the issue, and the risk to the client, Harris will make the decision whether to service pack or resolve through normal release management process. |
| Medium | This is no production downtime. Requests in this urgency level would include: 1. General support requests. 2. Moderate feature/product failure with a workaround available. 3. Moderate impact to the clients daily work or tax calendar process | 2 days | 10 days | If the service request requires a development resource, Harris will resolve the issue through our normal release management process |
| Low | There is no production downtime. Requests in this urgency level would include: 1. Cosmetic changes 2. Minor impact to the clients daily work or tax calendar process | 10 days | 60 days | If the service request requires a development resource, Harris will resolve the issue through our normal release management process |
