City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021
5.2 ClearSky Alert and Escalation Process
All incidents submitted result in an alert to the ClearSky’s Helpdesk Team. The Client will
receive a response from ClearSky in accordance with the following schedule within the
response time goal as indicated by the Priority assigned to each incident.
The following table lays out the different priorities in conjunction with time and action.
Priority Description Response Time Resolution Time
Target Target
Urgent (1) Critical / System Down 30 min 2 hours
High (2) Significant impact to current 2 hours 8 hours
processing
Medium (3) Non-critical; no workaround 4 hours 24 hours
Low (4) Non-critical; workaround available 8 hours 40 hours
Development | Development 16 hours TBD by SOW
(5)
Times in the table above begin at the time the ticket was received during regular business hours. Priority 1 Tickets
may require a phone call.
All incidents entered via the online helpdesk tool are entered as Priority 3 priority. If an
incident needs to be noted as a higher priority incident; the Client must call the ClearSky
helpdesk to have the incident priority escalated.
ClearSky will repair problems promptly and, except for unavoidable delays as described, will
ensure repairs in accordance with our service level commitment. “Unavoidable Delays” means
delays outside the control of ClearSky which are the direct results of strikes, other labor
troubles, Acts of God, fire or other casualty to servers or other ClearSky property or equipment,
which directly result in delays.
5.2.1 SLA Priority Definition
e ClearSky shall respond to Urgent messages within 30 minutes of ClearSky receipt of
such Urgent messages. A message is assigned Urgent if the problem has very serious
consequences for normal business transactions and urgent, business critical work
cannot be performed. This is generally caused by the following circumstances:
complete system outage, critical data exposures (examples: HIPAA PII or other
information relating to or identifying any individual person) malfunctions of central
Application functions in the production system.
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