Incident Severity Levels Sample Clauses

Incident Severity Levels. During the term of this Contract, Contractor will provide the services necessary to remedy any Severity Xxxxx 0, Xxxxxxxx Xxxxx 0 or major impact Severity Level 3 incidents in the Solution and to acknowledge, evaluate and record any other incidents in the Solution. Fixes for Xxxxxxxx Xxxxx 0 and Severity Level 4 incidents will be prioritized after all Xxxxxxxx Xxxxx 0 and Severity Level 2 incidents are remedied. Support Services will commence promptly after the State has identified an incident with the Solution and has notified Contractor’s support desk of the incident. During the Support Term, the State will have access to a Contractor support desk twenty-four
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Incident Severity Levels. 5.1. Severity 1 A Severity 1 incident is characterized as an outage or failure of a critical capability or the failure of the Systems or Services that has adverse financial consequences on Mercury. This incident level is attained when at least one of the following problems occur within the Services. : • An outage or failure of a critical capability within Global Services includes, but is not limited to, any of the following examples: • Sponsor bank files are not delivered by mutually agreed upon cut off time. • Association files are not delivered by mutually agreed upon cut off times. • Inability to provide account creation for a new merchant for more than *****. • Inability of Mercury to use Global Systems (e.g. Oracle/MAS/iBalance Reporting) for more than ***** during operational period. ***** Information for which confidential treatment has been requested is omitted from this page and has been provided separately to the Securities and Exchange Commission. Mercury – Confidential & Proprietary
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Incident Severity Levels. If Mercury and Global do not agree on the severity level at time of incident, the higher severity level will determine the Response and Restore time defaults detailed in Table 2. After the service is restored, Mercury will, in good faith, consider all information provided by Global and make a final determination of the severity level. • Global will generate a single response for each trouble ticket that is received from Mercury to confirm receipt of the incident notice.
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Incident Severity Levels. There are three severity levels for incidents. Refer to section 7.c. below for service availability hours. Incident reports sent to the Help Desk outside of the regular hours are referred to as after-hours reports. Incident Category Meeting the Following Conditions ESD pdEnroller Help Desk Response CRITICAL  The web application does not respond to user requests  Data is corrupt  System security has been compromised The Help Desk shall acknowledge receipt of a Critical incident within one hour during regular hours and within twelve hours during after-hours support. HIGH  Productivity or work stoppage may occur or be significantly impaired but website is working  The incident may cause a security problem if not resolved quickly  Private information may be disclosed if the incident is not resolved quickly The Help Desk shall acknowledge receipt of a High incident within two hours during regular hours, but shall not respond to an after-hours, high incident report.
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Incident Severity Levels. Incident Severity Level Characteristics initial Response Window (measured from receipt by Ripple6 of notice regarding the Incident) Target Resolution Window (measured from expiration of the Initial Response Window)
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Incident Severity Levels. 2.1. Severity Level Definitions for the needs of determining Things Solver response time frames Incident Severity Level Description of consequences suffered by Software Solution users CRITICAL Critical impact on business An error in the application module results in the imminent threat to the key business or near-term business milestone that pose a financial risk to the Customer. There is no backup solution to a specific problem (i.e. the job cannot be done in any other way). HIGH High impact on business An error in the application module prevents a part of the Customer’s work from being performed on a process level, with a small financial and/or business risk. There is a backup solution with a workaround, or non-key processes are impacted with no workaround. LOW Minor impact on business An error in the application module has a non-key business impact with a workaround or no business impact. The error does not prevent the User from performing most of his tasks without interruption. There is a backup solution to overcoming a specific problem. An error in the application module carries minimal or no business/financial risk. An error in the application module is classified as an acceptable risk exposure at the process level, with minor operational corrections. In terms of support for the services specified in this Agreement, Things Solver will respond to Service Requests related to the Software submitted by the User within the following time frames: Severity level Time to first response Time to resolution CRITICAL 1 day 5 working days HIGH 2 days 7 working days LOW 5 days 10 working days The time defined in the table above is the Working Time of Things Solver, which means working hours and working days in accordance with the CET time zone and the laws of the Republic of Serbia. Travel time (if applicable) is not included in the periods listed in the table above.
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Related to Incident Severity Levels

  • Staffing Levels To the extent legislative appropriations and PIN authorizations allow, safe staffing levels will be maintained in all institutions where employees have patient, client, inmate or student care responsibilities. In July of each year, the Secretary or Deputy Secretary of each agency will, upon request, meet with the Union, to hear the employees’ views regarding staffing levels. In August of each year, the Secretary or Deputy Secretary of Budget and Management will, upon request, meet with the Union to hear the employees’ views regarding the Governor’s budget request.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Offense Level Calculations i. The base offense level is 7, pursuant to Guideline § 2B1.1(a)(1).

  • Performance Levels (a) The Performance Levels which apply to the performance by the respective Parties of their obligations under this Agreement are set out in Part 1 of Schedule 5. A failure by either Party to achieve the relevant Performance Level will not constitute a breach of this Agreement and the only consequences of such failure as between the Parties shall be the consequences set out in this Clause 5.6.

  • SPECIALIZED SERVICE REQUIREMENTS In the event that the Participating Entity requires service or specialized performance requirements not addressed in this Contract (such as e- commerce specifications, specialized delivery requirements, or other specifications and requirements), the Participating Entity and the Supplier may enter into a separate, standalone agreement, apart from this Contract. Sourcewell, including its agents and employees, will not be made a party to a claim for breach of such agreement.

  • Switching System Hierarchy and Trunking Requirements For purposes of routing iNetworks traffic to Verizon, the subtending arrangements between Verizon Tandems and Verizon End Offices shall be the same as the Tandem/End Office subtending arrangements Verizon maintains for the routing of its own or other carriers’ traffic (i.e., traffic will be routed to the appropriate Verizon Tandem subtended by the terminating End Office serving the Verizon Customer). For purposes of routing Verizon traffic to iNetworks, the subtending arrangements between iNetworks Tandems and iNetworks End Offices shall be the same as the Tandem/End Office subtending arrangements that iNetworks maintains for the routing of its own or other carriers’ traffic.

  • 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.

  • 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).

  • Service Outages (a) Service Outages Due to Power Failure or Disruption. 911 Dialing does not function in the event of a power failure or disruption. If there is an interruption in the power supply, the Service, including 911 Dialing, will not function until power is restored. Following a power failure or disruption, you may need to reset or reconfigure the Device prior to utilizing the Service, including 911 Dialing.

  • Downtime Due to the nature of server provision, downtime and lost transmissions may occur as part of routine maintenance. You are advised to maintain a copy of your account status and details of Content purchased.

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