Maintenance Response Time. Spacenet will respond to maintenance calls or other indications of malfunction by dispatching a service technician to the Site to repair or replace the defective component unless the trouble can be otherwise corrected through remote repair. During Business Hours, for Sites located within 50 miles of a Spacenet field service center, Spacenet will use commercially reasonable efforts to ensure that the field service technician will arrive at the Site within an average of four (4) hours of dispatch. For periods other than Spacenet's normal Business Hours and for Sites located more than 50 miles from a Spacenet field service center, Spacenet shall respond to maintenance calls on a commercially reasonable effort basis. Maintenance response times will be measured as the elapsed time (in Business Hours) from StarBand's request for a maintenance dispatch from the Spacenet Seller Network Management Center to arrival of the field service representative at the failed unit, provided that the failed unit is immediately accessible to the field service representative at the Site. The average response time will be based on results experienced during the prior 12-month period of operation.
Maintenance Response Time. The Contractor shall provide maintenance service to the MSP, Monday through Friday, 8:00 a.m. to 5:00 p.m., Eastern Time, (MSP holidays excluded) as follows:
Maintenance Response Time. The time period after The Supplier’s confirmation of the Service event, from receipt of the information required from The Client for The Supplier’s Support Team to begin resolution and open a trouble ticket in The Supplier’s systems. Due to the wide diversity of problems that can occur, and the methods required to resolve them, problem response time IS NOT defined as the time between the receipt of a call and problem resolution. After receiving a report of fault, The Supplier will use the System Status Page, email, or phone to provide The Client with a progress update. The update frequency will take into account the importance of resolution or agree specifically with The Client.
