Specifications include, but are not limited to: Service levels defined in the SLA must adhere to the minimum requirements listed below: a) Response time specifications listed in the Technical Specifications III.14).c).xiv.13. b) Periodic product updates that are provided to all customers, at no additional cost to the Division. c) Updates that are necessary to meet regulatory, compliance, and accreditation requirements are implemented before the required date at no additional cost to the Division. d) The following service request categories: i. Category 1: Major Problem: An outage that results in the unavailability of the Solution environment or a problem that prevents direct medication administration activities at the point of care. ii. Category 2: Minor Problem: Degradation of non-critical system functions that has persisted for eight (8) business hours. iii. Category 3: Changes: Request for Solution Changes. iv. Category 4: General Requests: General questions or informal contacts e) Supply Help Desk support for the Solution 24x7x365. f) Provide the following response, diagnostic and resolution timeframes for problem log entries: i. Response Time – defined as confirmation that an entry has been made in the problem log. Technical support will acknowledge receipt of a problem, log the problem (if not submitted via the Internet or agreed upon tool) and attempt to contact the submitter to ensure the problem is understood. Once logged, if unresolved via the phone, appropriate people will be assigned the task of resolving the problem. All Category 1 and 2 problems will be reported to the help desk for immediate response. ii. Diagnosis Time - defined as the time it takes to start the diagnosis of a problem. Vendor will indicate in the problem log the time the diagnosis is started. 1. Category 1 – Within 1 hour 2. Category 2 – Within 24 hours iii. Resolution Time - defined as the time it takes to completely resolve a problem, provided the Division accepts that the problem has been resolved. 1. Category 1 – Within 1 calendar day 2. Category 2 – Within 2 calendar days