Incident Response Service Level Sample Clauses

Incident Response Service Level. A web portal will be available 24 hours a day, seven days a week, 365 days a year for reporting incidents and initiating the Vendor Incident Management Process as defined in the Cross Functional Services SOW.
Sample 1
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Incident Response Service Level. Vendor will respond to the City and provide Initial Responses, Temporary Resolutions and Final Resolutions in accordance with the time requirements set forth in the table below. SOFTWARE Severity Level: Vendor’s Initial Response will be provided within: Vendor’s Temporary Resolution will be provided within: Vendor’s Final Resolution will be provided within: 1 15 minutes from receipt of initial notice from the City, or other discovery, of the Defect 1 hour from receipt of initial notice from the City or other discovery of the Defect 7 days from receipt of initial notice from the City, or other discovery, of the Defect 2 30 minutes from receipt of initial notice from the City, or other discovery, of the Defect 1 hour from receipt of initial notice from the City or other discovery of the Defect 14 days from receipt of initial notice from the City, or other discovery, of the Defect 3 1 hour from receipt of initial notice from the City, or other discovery, of the Defect 8 business hours from receipt of initial notice from the City, or other discovery, of the Defect 30 days from receipt of initial notice from the City, or other discovery, of the Defect 4 1 hour from receipt of initial notice from the City, or other discovery, of the Defect 5 business days from receipt of initial notice from the City, or other discovery, of the Defect As available HARDWARE Severity Level: Vendor’s Initial Response will be provided within: Vendor’s Temporary Resolution will be provided within: Vendor’s Final Resolution will be provided within: 1 15 minutes from receipt of initial notice from the City, or other discovery, of the Defect 4 hours from receipt of initial notice from the City or other discovery of the Defect or next business day depending on time of receipt of initial notice. If resolution is after hours City will pay overtime rate 7 days from receipt of initial notice from the City, or other discovery, of the Defect 2 30 minutes from receipt of initial notice from the City, or other discovery, of the Defect 4 hours from receipt of initial notice from the City or other discovery of the Defect or next business day depending on time of receipt of initial notice. If resolution is after hours City will pay overtime rate 7 days from receipt of initial notice from the City, or other discovery, of the Defect 3 1 hour from receipt of initial notice from the City, or other discovery, of the Defect 4 hours from receipt of initial notice from the City or other discovery of the Def...
Sample 1

Related to Incident Response Service Level

  • Client Responsibility For clarity, the parties agree that in reviewing the documents referred to in clause (b) above, Patheon’s role will be limited to verifying the accuracy of the description of the work undertaken or to be undertaken by Patheon. Subject to the foregoing, Patheon will not assume any responsibility for the accuracy of any application for receipt of an approval by a Regulatory Authority. The Client is solely responsible for the preparation and filing of the application for approval by the Regulatory Authority and any relevant costs will be borne by the Client.

  • Incident Response Operator shall have a written incident response plan that reflects best practices and is consistent with industry standards and federal and state law for responding to a data breach, breach of security, privacy incident or unauthorized acquisition or use of any portion of Data, including PII, and agrees to provide LEA, upon request, an executive summary of the written incident response plan.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Client Responsibilities You are responsible for (a) assessing each participants’ suitability for the Training, (b) enrollment in the appropriate course(s) and (c) your participants’ attendance at scheduled courses.

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

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  • Payment Responsibility The payment obligations of each Participating Manufacturer pursuant to this Agreement shall be the several responsibility only of that Participating Manufacturer. The payment obligations of a Participating Manufacturer shall not be the obligation or responsibility of any Affiliate of such Participating Manufacturer. The payment obligations of a Participating Manufacturer shall not be the obligation or responsibility of any other Participating Manufacturer. Provided, however, that no provision of this Agreement shall waive or excuse liability under any state or federal fraudulent conveyance or fraudulent transfer law. Any Participating Manufacturer whose Market Share (or Relative Market Share) in any given year equals zero shall have no payment obligations under this Agreement in the succeeding year.

  • Customer Responsibility You agree that you are responsible for all access to and use of the Service through your account or password(s) and for any fees incurred for the Service, or for software or other merchandise purchased through the Service, or any other expenses incurred in accordance with the terms of this Agreement. You agree that you are responsible for backing up (a) any data you submit, receive or transfer over the Service, including, without limitation, your email; and (b) any data, files, programs, or applications on any device you connect to the Service. You acknowledge that you are aware that content accessible on or through the Service may contain material that is unsuitable for minors (persons under 18 years of age). You agree to supervise usage of your account by minors. You ratify and confirm any obligations incurred by a minor using your account.

  • Management Responsibility No Limited Partner, as such, shall take part in the management of the business or transact any business for the Partnership.

  • Customer Responsibilities Customer shall:

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