Incident Resolution Targets. OUTSOURCE TELECOM shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 7.4.1
Incident Resolution Targets. ES SYSTEMS LTD shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 7.4.1
Incident Resolution Targets. FCC shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in paragraph 8 below.
Incident Resolution Targets. TALKTECH shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 8.5.1.
Incident Resolution Targets. ICUK shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 8.4.1.
Incident Resolution Targets. The Help Desk shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 8.5.1
Incident Resolution Targets. 2.4.1 JSL shall seek to resolve issues clear Incidents within the relevant care level as described in the matrix set out in clause 2.5.1.
Incident Resolution Targets. RCUK and/or its suppliers shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 8.5.1.
Incident Resolution Targets. Immervox shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 8.5.1.
Incident Resolution Targets. Severity Description Response Resolution 1 Unplanned outage impacting multiple customers 1hr 2hrs 2 Outage / severe disruption to service for individual customer 2hrs 4hrs 3 Reduced functionally causing disruption to business 4hrs 8hrs 4 Non urgent / reduced functionality with low impact 4hrs 16 hrs On Demand Professional services requests for installations etc. 8hrs -Agree with Customer AGSL shall use reasonable endeavours to provide the helpdesk support services in accordance with these Service Levels and Response Times. These Response times refer only to the time within which AGSL shall respond to a helpdesk support request. AGSL gives no guarantee as to the time any given issue may take to resolve save that it hereby undertakes to use reasonable endeavours to resolve issues as quickly as is reasonably possible within the target resolution times specified in the table above. Support provided under the Agreement shall include:
