|Answer questions concerning usage issues related to EFI Platform-specific features, options and configurations||X||X|
|Provide initial and high-level suggestions regarding the appropriate usage, features, or solution configurations for the particular type of platform usage||X||X|
|Isolate, document, and find alternative solutions for reported Defects.||X||X|
|Work with Elucidate Operations, Product, Software Development, and QA staff to submit Change Requests, Enhancement Requests, and provide Fixes for the EFI Platform as necessary.||X||X|
|Address customer concerns with online or printed documentation, providing additional examples or explanation for concepts requiring clarification.||X||X|
|Access to Elucidate’s online help section and knowledge base||X||X|
|Access to Elucidate’s Data Protocols||X||X|
|Access to Elucidate’s Automated Deployment Capability||X||X|
|Enhanced Response Times||X|
|High||Defect resulting in full or partial system outage or a condition that makes the EFI Platform unusable or unavailable in
production for all Users.
Defect resulting in a condition where major functionality is impacted or significant performance degradation is experienced; the issue is persistent and affects many Users and/or major functionality.
|Medium||Defect results in a component of the EFI Platform not performing as expected or documented.
An inquiry by the User representatives regarding general technical issues or questions
|Low||Information requested on EFI Platform capabilities, navigation, installation, or configuration; enhancement request.|
|Category||Response (one or more of the following)||Target Response Time|
|High||The issue is resolved or a Fix is provided or a Workaround is provided, or a Fix is incorporated into a future release||4 business hours||3 business hours|
|Medium||The issue is resolved or a Fix is provided or a Workaround is provided, or a Fix is incorporated into a future release or an answer to the question is provided||2 business hours||1 business hours|
|Low||An answer to the question is provided or the enhancement request is logged||5 business hours||3 business hours|