Guaranteed Response Times Clause Samples

Guaranteed Response Times. Response time is measured by how long it takes the supplier to accept, respond and resolve a request raised within the desired service management system. Guaranteed response times depend on the priority of the service now incident. Response times are defined in the table below: High Business critical configuration item or Service. Configuration items or Services that if unavailable or degraded would negatively impact product availability, patient safety, external financial or regulatory reporting, data integrity, compliance with internal policy. Medium Configuration items/Services that if unavailable or degraded would negatively impact business operations. Low All Configuration items/Services not classified as Medium or High Business Impact. High  Incident/Problem that impacts multiple users in multiple locations and Service is not available for normal business operations.  Incident/Problem impacts multiple users in a single location Medium  Incident/Problem impacts a Premier or Enhanced User Low  Incidents/Problems not classified as Medium or High Urgency

Guaranteed Response Times. Customer shall receive a priority response to all calls made to CineMassive’s Support Program support desk, which shall in no instance be longer than within two (2) hours, and which CineMassive shall endeavor to maintain at one (1) hour. In general, response times for calls made to CineMassive’s Support Program support desk are no more than four (4) hours.

Guaranteed Response Times. When the client raises a support issue with the supplier, the supplier promises to respond in a timely fashion. The supplier is deemed to have responded when it has replied to the client’s initial request. This may be in the form of an email or telephone call, to either provide a solution or request further information. The supplier guaranteed to respond within 2 hours to a support request made within office hours 9.00AM – 17.30AM (UK time) Monday – Friday excluding Bank Holidays. Response times are measured from the moment the client submits a support request via the e-mail or phone.

Guaranteed Response Times. When the City raises a support issue with ETA, ETA promises to respond in a timely fashion. ETA is deemed to have responded when it has replied to the City’s initial request. This may be in the form of an email and, optionally, a telephone call, to either provide a solution or request further information. Guaranteed response times depend on the severity of the issue and apply during ▇▇▇▇▇’s working hours only. Guaranteed response times are shown in Table 3: TABLE 3 The severity levels shown in Table 3 and 4 are defined below. For the purposes of these definitions, Dial‐a‐ride system functionality is considered critical to business operation. • Fatal: Complete degradation — all users and critical functions affected. Item or service completely unavailable, including but not limited to: o Administrative console server (for both fixed route and dial‐a‐ride ParaPlan software) is unreachable by all SMART users. o The administrative console software (for both fixed route and dial‐a‐ride ParaPlan software) is accessible, but there is no telematics data being presented to the user. • Severe: Significant degradation — large percentage of users or critical functions affected, including but not limited to: o Public website and/or mobile/native app is unreachable or does not render the map and/or routes. • Medium: Limited degradation — limited number of users or non‐critical functions affected. Business processes can continue. These may include but are not limited to the following: o Non‐functioning Mobile Data Terminal (MDT). o Non‐functioning MDT software module. • Minor: Small degradation —one user affected. Business processes can continue. o Any software defect that does not drastically impact critical business functions. Response times are calculated by the elapsed time between when an issue is submitted (example: originating email time stamp) to the time that ETA acknowledges receipt of the submission (example: email reply time stamp or time of telephone call). The City and ETA agree that issues shall be formally submitted via email to ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇ and, in addition, optionally, a telephone call to ETA’s Assistant Project Manager, ▇▇. ▇▇▇▇▇ ▇▇▇▇▇▇, at 561‐322‐0878. The City can, at its discretion, also contact ETA’s Project Manager, ▇▇. ▇▇▇▇ ▇▇▇▇▇▇, at ▇▇▇ ▇▇▇ ▇▇▇▇, or ▇▇. ▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇. ETA’s reply must include, at a minimum, a phone call to the submitter of the issue and/or an email to the submitter of the issue and the City’s project manager. This a...