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<br />Amendment No. 1 to Consulting Services Agreement between City of San Leandro and Visionary <br />Integration Professionals LLC for Accela Improvements Page 2 of 4 <br />P1 <br />Severity 1 <br />An incident that is considered and Emergency issue, which means that the system is not available, and <br />productivity has been halted. The System is unusable in its current state. <br />Response Time: <br />After the City determines they cannot resolve the incident, the City will submit the incident to VIP. VIP goal to <br />acknowledge receipt of incident within 1 business day. <br />Incident Diagnostic / Root Cause Analysis: <br />VIP goal to complete Root Cause Analysis within 2 business days after VIP response. Time tracking will not <br />begin until all appropriate TeamVIP members have the required access to Production and other resources <br />needed. <br />Problem Resolution: <br />VIP goal to complete configuration correction and development (not including environment migration and <br />testing) within 2 business days of determination of root cause. <br />P2 <br />Severity 2 <br />An incident that is considered a Critical issue, which means that the System is available, but experiencing <br />issues that have a direct impact on productivity and is a major inconvenience. <br />Response Time: <br />After the City determines they cannot resolve the incident, the City will submit the incident to VIP. VIP goal to <br />acknowledge receipt of incident within 3 business days. <br />Incident Diagnostic / Root Causes Analysis: <br />VIP goal to complete Root Cause Analysis within 6 business days after VIP response. Time tracking will not <br />begin until all appropriate TeamVIP members have the required access to Production and other resources <br />needed. <br />Problem Resolution: <br />VIP goal to complete configuration correction and development (not including environment migration and <br />testing) within 6 business days of determination of root cause. <br />P3 <br />Severity 3 <br />An incident that is considered a Normal issue, which means that the System is having an occasional issue <br />that has been identified as needing to be resolved, but the issue has not greatly affected productivity. The <br />incident is considered a minor inconvenience. <br />Response Time: <br />After the City determines they cannot resolve the incident, the City will submit the incident to VIP. VIP goal to <br />acknowledge receipt of incident within 5 business days. <br />Incident Diagnostic / Root Causes Analysis: <br />VIP goal to complete Root Cause Analysis within 6 business days after VIP response. Time tracking will not <br />begin until all appropriate TeamVIP members have the required access to Production and other resources <br />needed. <br />Problem Resolution: <br />VIP goal to complete configuration correction and development (not including environment migration and <br />testing) within 6 business days of determination of root cause. <br />P4 <br />Severity 4 <br />An incident that is considered a Low-priority issue, which means there are generally questions about <br />documentation, processes, or procedures. These are considered to be general information requests. <br />Response Time: <br />After the City determines they cannot resolve the incident, the City will submit the incident to VIP. VIP goal to <br />acknowledge receipt of incident within 10 business days. <br />Incident Diagnostic / Root Causes Analysis: <br />VIP goal to complete Root Cause Analysis within 12 business days after VIP response. Time tracking will not <br />begin until all appropriate TeamVIP members have the required access to Production and other resources <br />needed. <br />Problem Resolution: <br />VIP goal to complete configuration correction and development (not including environment migration and <br />testing) within 12 business days of determination of root cause. <br />DocuSign Envelope ID: 22B83CD2-4068-4C3C-A29B-14ADD1601B27