Handling and Response times Sample Clauses

Handling and Response times. CUIT will work to resolve known/reported service problems and provide relevant progress reports to the Client. Handling ● Requests for support will be fulfilled based on priorities (Critical, High, Medium, Normal) which are determined by urgency and level of impact--see below. ● Response is defined as a “good faith” effort to communicate with the Client using contact information provided. Response may be via phone or voice mail, e-mail, or personal visit. ● Response times for service requests are measured once a request is submitted via the CUIT issue tracking system. Other forms of contact may negatively affect the ability of CUIT to meet the requests in a timely fashion. Examples include direct email/phone/other contact with individual support personnel. Response Times Response will be driven by the Priority assigned to the Service as defined in this SLA (See Appendix D). Note: Complex service and support requests involving the procurement/installation of new equipment, coordination with 3rd parties, etc., may require additional effort and time to resolve.
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