Priorities and Response Times Sample Clauses

Priorities and Response Times. All incidents will be given a priority level which is determined by The Missing Link under its incident management process a copy of which will be given to The Client on written request. Response times for each priority level are as follows: Business Impact High Medium Low Urgency High Critical Urgent Standard Medium Urgent Urgent Standard Low Standard Standard Non-Critical Non-Critical within five (5) Business Days from receipt of request Standard within one (1) Business Day from receipt of request Urgent within four (4) hours from receipt of request Critical within two (2) hours from receipt of request
Sample 1
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Priorities and Response Times. With Microsoft's input, the Partner will assign each technical support request a priority level based upon the criteria listed below. If the Partner discovers problems of immediate or high priority, the Partner will notify MSN Channel Alert (xxxxxxxx@xxxxxxxxx.xxx, cc: xxxxxxx@xxxxxxxxx.xxx) as soon as possible using commercially reasonable efforts. See the appendix for additional contact information.
Sample 1
Priorities and Response Times. The HelpDesk will use the following guidelines in prioritizing requests and will strive to begin working on the problem within the target timeframe. Actual response times may be shorter or longer depending on the volume of requests at any one time, or if requests are made outside normal HelpDesk operating hours. Priority:
Sample 1
Priorities and Response Times. The Help Desk will use the following guidelines in handling requests and will make all reasonable attempts to respond and resolve all requests within the timeframe allotted. Actual response and resolution times may vary depending on the volume of requests at any given time. If a request cannot be handled within the allotted timeframe the customer will be notified and provided an estimated time of completion. Classification Acknowledgement/ Response Service Call Status Affected Description of Issue Target Resolution Time1 High Acknowledgement in 15 minutes and update every 30 minutes until completed Ticket status is High and Open All customers are affected Core router down, switch down, carrier circuits are down, internet down, server failure, or NOC power failure2 As quickly as possible. Should be restored in 2 hours Medium Acknowledgment in 1hour3 Ticket status Medium and Pending All services are up Troubleshooting call quality, troubleshoot call failures, troubleshoot dial failures, troubleshoot soft fax failures, number forwards, M6 programming changes without partition or phone rebuilds, and password resets Should be completed within one business day from receipt. Low Acknowledgment in 1hour4 initial response in 1 business day Ticket status Low and Pending N/A Disconnects, suspensions, partition rebuilds, phone rebuilds, equipment testing/repair, informational requests (CDRs), caller ID changes, auto attendant changes and miscellaneous non-service related inquiries Should be completed within 1-14 business days depending on issue After Hours5 (weekdays from 5:01 p.m. to 7:59 a.m. and weekends) Acknowledgment in 30 minutes and follow ticket classification time frames** Next business day or at Technicians discretion 1 Due to the wide diversity of problems that can occur, and the methods needed to resolve them, resolution times may vary these are used as a general guideline. 2Carrier Dependent ‐ if waiting on upstream or intermediary carrier can affect our ability to maintain timeframes.
Sample 1
Priorities and Response Times. Each incident is assigned a priority by the support person handling the incident. The guidelines for prioritization and associated response times are as follows. Urgent (Priority 1) An urgent incident implies that the application cannot be used at all or is functionally disrupted to such an extent that the application cannot be used. Business critical tasks cannot be performed. For these incidents, we will continuously work on realizing a (temporary) solution. The temporary solution will be converted later into a permanent solution, if applicable. You will be informed at least twice a day. First response within 1 hour, a detailed response within 4 working hours. High (Priority 2) A high priority incident implies that the functionality of the application is seriously affected but work can continue. Important tasks cannot be performed. For these incidents, we will implement a (temporary) solution as soon as possible. The temporary solution will be converted later into a permanent solution, if applicable. You will be informed at least once a day. First response within 4 working hours, a detailed response within 8 working hours. Normal (Priority 3) A normal priority incident affects daily operations, but normal work can continue. Important tasks can be carried out. For these incidents, we will realize a solution in the shortest possible time, taking into account planning and availability. You will be informed at least once a week during analysis of the problem and determination of the solution. First response within 8 working hours, a detailed response within 16 working hours. Low (Priority 4) A low priority incident will not affect daily usage. For these incidents, we will in all reasonableness realize a solution, taking into account planning and availability. You will be informed at least once every two weeks during analysis of the problem and determination of the solution. Initial response within 16 working hours, a detailed response within 96 working hours Note: all incidents for non-production environments are automatically classified one level lower.
Sample 1
Priorities and Response Times. Business Impact All incidents will be given a priority level which is determined by The Missing Link under its incident management process a copy of which will be given to the Client on written request. High Priority 1 Medium Priority 2 Low Priority 3 Urgency High Medium Low Priority 2 Priority 2 Priority 3 Priority 3 Priority 3 Priority 4 Response times for each priority level are as follows: Target Response (hrs) Priority 1 (Critical) 0.5 Priority 2 (Urgent) 2* Priority 3 (Standard) 4* Priority 4 (Non-Critical) 8* *Within business hours
Sample 1
Priorities and Response Times. The HelpDesk will use the following guidelines in prioritizing requests and will strive to begin working on the problem within the target timeframe. Actual response times may be shorter or longer depending on the volume of requests at any one time. However a minimum of 80% of all requests will be satisfied within the targeted response time. Priority Criteria Target Response Time * 1 Affects everyone; or is mission critical and there is no workaround available. Examples: Software Bugs,Application not responding or users cannot work. (Not hardware or Network related) Immediate response within 2 working hours. 2 Additional programming Based on requirements document • Target Response Time is defined as the time between receipt of the call and the time than a Support Team member begins working on the problem. Due to the wide diversity of problems that can occur, and the methods needed to resolve them, response time IS NOT defined as the time between the receipt of a call and problem resolution. • Additional Programming & Reports outside the scope of the systems requirement document will be billed separately. Rights and Responsibilities of users All Clients The client will be responsible for managing user rights and security within the system. NAIS will not be responsible for creating users and giving rights within the system. After initial installation, training, implementation and handing over the client will be responsible for all subsequent client installations, additional training and basic administration of the system. Maintenance by NAIS In order to maintain good order and security, NAIS support team may perform normal system maintenance activities on their own initiative (Subject to Maintenance Contract). Such system maintenance activities include, but are not limited to, monitoring disk and other resource quotas, monitoring backing up systems, and modifying, repairing, and updating database and application software. NAIS Responsibility to Maintain Privacy and Confidentiality Information Digital or Otherwise is to be treated as the private, confidential property of the Client. More specifically...
Sample 1
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