Specifications include, but are not limited to:. Reliability The websites must be available 99.99%, 24 hours per day, 7 days per week. Change and Release Management Any changes exceeding the permissions of end users, to include planned service outages, maintenance, or new or updated services must be coordinated with and approved by STEM AC in advance. All outages for maintenance must be approved in advance by STEM AC. Incident Priority and Response Service issues reported to Contractor will be categorized and responded to according to the following: Outage Priority Impact 1st Live Response Relief/Temporary Fix Resolution Root Cause Analysis Report to STEM AC Critical Critical functions impacted 30 minutes from initial report 2 business hours from initial report 2 business days from initial report 2 business days after resolution if requested High Multiple non-critical functions impacted 1 hour from initial report 4 business hours from initial report 3 business days from initial report 10 business days after resolution if requested Low Single non-critical function impact 4 business hours from initial report 1 business day from initial report 5 business days from initial report N/A
