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SUPPORT <br />Severity Impact Examples <br />Max Response Time <br />1 — High <br />Unable to perform core <br />System unavailable; users <br />4 business hours <br />functionality in <br />unable to login <br />production system and <br />no workarounds exist <br />2- Medium <br />Unable to perform core <br />Intakes working but <br />12 business hours <br />functionality in <br />integration with the other <br />production system but <br />system down due to <br />workarounds available. <br />network issues. <br />3 - Low <br />Unable to perform non- <br />Typographical errors, label <br />24 business hours <br />essential functionality in <br />changes, Screen Display <br />production system; <br />issues, etc. <br />maintenance tasks; <br />enhancement requests <br />4 — Planned <br />Modify and existing <br />Make Changes to UI, <br />Depending on scope of work. <br />feature or add a new <br />Change Configuration for <br />With approval of the <br />feature <br />workflow, New report <br />customer. <br />"Genie Hours" Support is defined as the following: <br />• Flexible Support (Genie Hours) including: <br />o User Interface (UI) Changes <br />o Technical support <br />o Workflow Changes <br />o Systems integration <br />o Reports and Analytics support <br />o System configuration changes (e.g. role management, identity management) <br />• Genie Hours Support is limited to 10 Genie hours/month. <br />• Genie hours may not be rolled over from month to month. <br />City Council 20 — 27 2/7/2023 <br />