Incident service levels Sample Clauses

Incident service levels. Category SLA Definition P1 Proact will respond to 98% of priority 1 (P1) incidents per quarter year, within 30 minutes A P1 incident is a reasonable request by the Customer for support or information, or a monitoring alarm received by Proact directly, in connection with hardware or software in scope, in circumstances in which the system(s) are completely unavailable or are imminently expected to be completely unavailable, or have breached defined critical capacity thresholds P2 Proact will respond to 90% of priority 2 (P2) incidents per quarter year, within 1 hour A P2 incident is a reasonable request by the Customer for support or information, or a monitoring alarm received by Proact directly, in connection with hardware or software in scope, in circumstances in which the system(s) are malfunctioning such that the service is significantly impacted but remains operational, or have breached defined major capacity thresholds P3 Proact will respond to 85% of priority 3 (P3) incidents per quarter year, within 4 working hours A P3 incident is a reasonable request by the Customer for support or information, or a monitoring alarm received by Proact directly, in connection with hardware or software in scope, in circumstances in which the system(s) are malfunctioning but with no significant impact on service, or have breached defined minor capacity thresholds P4 Proact will respond to 85% of priority 4 (P4) incidents per quarter year, within 8 working hours A P4 incident is a reasonable request by the Customer for support or information, in connection with hardware or software in scope, in circumstances in which there is no specific malfunction.
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Incident service levels. The Service Provider has set the following incident resolution times. Occasionally incident resolution targets may not be met due to a third party. The targets by which this SLA is measured are below: Targets: Target for Resolution Times: 87% Priority Resolution Medium 4 Hours Low 18 Hours The above is based upon working hours of cover on a working day from 08.00 -18.00 Mon - Fri inclusive. • Medium – Major outage, entire site is not able to access, internet, e-mail, etc. • Low – All other incidents or requests that do not fall under Section 5.2. Priority Levels: Priority Resolution Medium 4 Hours Low 18 Hours
Sample 1
Incident service levels. The Service Provider has incident resolution times and performance that were highlighted for their excellence by SOCITM. Occasionally incident resolution targets may not be met, but this is usually due to a third party. The targets by which this SLA is measured are below: Targets: Target for Resolution Times: 87% R esolution Times per Classification of User and Priority: Priority Resolution Medium 4 Hours Low 18 Hours The above is based upon working hours of cover on a working day from 08.00 -16.00 Mon - Fri inclusive. Priority Levels:
Sample 1

Related to Incident service levels

  • Service Levels Annex 1 to this Part A of this Contract Schedule 6 sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Contract Schedule 6 (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 Contract Schedule 6. The Supplier shall, at all times, provide the Goods and/or 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 Goods and/or Services during the 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 13 of this 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 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 Contract Schedule 6; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 14 of this Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 14.2.2 of this 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 Contract Schedule 6 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 Contract Schedule 6, shall be a recurrent period of [one Month] during the Contract Period (the “Service Period”). Annex 1 to this Part A of this Contract Schedule 6 includes details of each Service Credit available to each Service Level Performance Criterion if the applicable Service Level Performance Measure is not met by the Supplier. The Customer shall use the Performance Monitoring Reports supplied by the Supplier under Part B (Performance Monitoring) of this Contract Schedule 6 to verify the calculation and accuracy of the Service Credits, if any, applicable to each relevant Service Period. Service Credits are a reduction of the amounts payable in respect of the Goods and/or Services and do not include VAT. The Supplier shall set-off the value of any Service Credits against the appropriate invoice in accordance with calculation formula in Annex 1 of Part A of this Contract Schedule 6.

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