Incident Management and Service Goals Sample Clauses

Incident Management and Service Goals. The Service Provider’s designate or other knowledgeable staff member will respond by email or telephone to the Customer’s incident within:  4 hours for issues classified as urgent.  1 business day for issues classified as normal priority, service request, or business inquiry.
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Incident Management and Service Goals. The WBSDC’s designate or other knowledgeable staff member will respond to the Line Department’s incident, which may be categorized as below:- Impact Criteria Escalation and Procedure Critical Line Department’s application unavailable due to failure of WBSDC’s shared resources. Contact Helpdesk Mail: xxxxxxxx.xxxxx@xxxxx.xxx. Phone: 1) Xxxxx Xxx: +000000000000 2) Raja Basu: +00 0000000000 Medium Abnormal or inconsistency (that does not prevent work on the system) in application due to inconsistent behaviour of WBSDC’s shared resources, but the application is not down. Low Any pre-failure alert reported. For this category, contact during normal business hours only. If not responded within the mentioned time as per clause 1.2.3, Please contact further as per escalation matrix provided in clause 1.2.3. Service Request Routine request for maintenance, changes/ replacement in the Departments own hardware and software. Inquiry and escalation Unresolved call for any of the above, hosting requests, changes to the application or changes in (new, increased/decreased, disconnected) the contracted service. Contact WBSDC Composite Team Mail: (xxxxxxxx.xxxxx@xxxxx.xxx) Phone: 1) Xxxxxx Xxxxxx(Project Manager, CT): +00 00000 00000 2) Xxxxxx Xxxxxxxxx: +00 0000000000 3) Xxxxxxx Xxxx: +00 0000000000 4) Xxxxxxx Xxxxxxxxxxxx : +000000000000 Prepared by Composite Team, WBSDC || Version 7.5
Sample 1

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