Software Support Request Classifications
The annual software support and maintenance fee provides phone and email support during regular office hours 8AM - 8PM PST Monday through Friday. Support required outside of regular office hours can be pre-arranged at additional cost. Please contact an Encore representative for details.
Classification	Definition of Classification	Response Time Guarantee:	Resolution Status Reporting (i.e., how often we are communicating to the customer the status of correcting their problem)	Resolution Response Times (i.e., acceptable window of time to correct the problem)
Priority 1	System down or problem inhibiting completion of critical tasks	Response time to the customer for priority 1 problems will be no longer than 30 minutes.	N/A	Generally within 4 hours
Priority 2	System operational but an error has occurred requiring investigation, (i.e., inquiry, how to question, etc..)	Response time to the customer for priority 2 problems will be no longer than 24 hours from the time the request originated.	Once Daily	Generally within 16 hours
Priority 3	Scheduled work, software enhancement or development. (i.e., PC moves, installs, query request, etc.)	Response time to the customer for priority 3 problems will be no longer than 24 hours from the time the request originated.	Once a week or as agreed upon with the customer	By next software release or special patch if deemed necessary or as agreed upon with the customer.
Priority 4	Requires vendor intervention or additional resources to resolve. These issues typically start out with a 1,2 or 3 priority and have been down graded once the initial problem has been assessed or a workaround has been established.	Initial contact has been made with the customer for all priority 4 issues.	To be identified by the external resources required to resolve the issue (i.e., vendor). When the resolution time frame is established, contact will be made with the customer. Internal resource assigned to this issue will follow up with external resources to ensure that the established time frame for resolution will be met. Internal resource will communicate any new information to customer.	Dependant upon external resource time frame. Can take up to a week or more to resolve.
Priority 5	Requires additional resources to resolve. The Call has been put on hold after the initial problem has been assessed and a schedule has been established.	Work with customer to define and agree upon schedule.	To be identified after external resources have resolved their issue (i.e., vendor). When the resolution time frame is established, contact will be made with the customer. Internal resource assigned to this issue will follow up with external resources to ensure that the established time frame for resolution will be met. Internal resource will communicate any new information to customer.	Scheduled after external resources time frame is determined