McAfee categorization of Service Requests Clause Samples

McAfee categorization of Service Requests. 11.1. McAfee shall categorize Service Request as follows: a. Severity 1 – End User’s business has stopped. Product is not functioning; internet connectivity or mail flow has stopped. There is no viable workaround for this End User either in the system or via manual processes. End User is unable to provide available virus protection to his network. b. Severity 2 – End User's business is severely impacted. Symptoms are present across the environment, includes installation failures, conflicts with major brand software, or a specific mail flow issue. End User is generally able to provide available virus protection to his network but specific resources cannot update. c. Severity 3 - End User's business is impeded but functioning. The symptom affects a single machine or isolated parts of the environment. The problem restricts the use of one or more features of the Product to perform necessary business functions but does not completely restrict use of the Product. d. Severity 4 - End User's business is not affected - symptoms exist. The symptom affects few machines or is easily circumvented. The error can cause some functional restrictions but it does not have a critical or severe impact on operations. e. Severity 5 - Request for information. This includes general requests for Product information and feature modification requests. Severity 5 service requests would not involve any shortcomings in virus protection. 11.2. McAfee shall use commercially reasonable efforts to respond to issues escalated by Company via telephone in accordance with the below Base Partner Support Escalation and Response Charter. McAfee Response ▇▇▇ Phone Target <5 Minutes Chat Base charter does not apply ServicePortal Base charter does not apply Escalation to Tier 2 30 mins 1 hr 6 bus. hrs 5 days 10 days Escalatio to Tier 3 1 hr 4 hrs 5 days 14 days 14 days Escalation to Engineering/Labs 4 hrs 6 hrs 7 days 14 days 14 days a 11.3. McAfee may schedule meetings or conference calls with Company support organization to ensure effective sharing of knowledge and information. This will be conducted in English only. 11.4. McAfee may request from Company End User authorization to perform remote diagnostics to determine and resolve a Service Request.
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Related to McAfee categorization of Service Requests

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  • Service Requests In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  • Detailed Description of Services / Statement of Work Describe fully the services that Contractor will provide, or add and attach Exhibit B to this Agreement.

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