Problem Correction & Service Levels Sample Clauses

Problem Correction & Service Levels. Each Service Request related to the Hytrust Software that has been submitted by Named Support Contact will be issued a tracking number and will be tracked by Entrust. Entrust may acknowledge submission of each Service Request through automated means (e.g. automated response email) or by direct contact via email or phone by an Entrust technical representative within the response times set out below for the applicable severity level. ‘Severity Level’ is a measure of the relative impact of an issue on Licensee’s systems or business. Entrust and Named Support Contact will work together to accurately define the severity level for a Service Request. Severity Level Impact Initial Call-Back by Entrust Severity 1 HYTRUST Software is completely inoperative or at least one component of mission-critical functionality does not perform. Within 1 hour. Error diagnosis to commence immediately. Severity 2 The overall performance of HYTRUST Software is degraded or at least one component of material (but not mission- critical) functionality does not perform. Within 4 hours. Error diagnosis to commence immediately. Severity 3 Any Problem that affects performance of the HYTRUST Software but does not degrade any Within 12 hours. Error diagnosis to commence immediately. Severity Level Impact Initial Call-Back by Entrust material or mission critical functionality Severity 4 General questions, feature requests, etc. Within 12 hours.
Sample 1
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Problem Correction & Service Levels. Each Service Request related to the CDKC Software that has been submitted by Named Support Contact will be issued a tracking number and will be tracked by Entrust. Entrust may acknowledge submission of each Service Request through automated means (e.g. automated response email) or by direct contact via email or phone by an Entrust technical representative within the response times set out below for the applicable severity level. ‘Severity Level’ is a measure of the relative impact of an issue on Licensee’s systems or business. Entrust and Named Support Contact will work together to accurately define the severity level for a Service Request. Severity Level Impact Initial Call-Back by Entrust
Sample 1

Related to Problem Correction & Service Levels

  • 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 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 Level Standards In addition to all other requirements in this Agreement, and in accordance with the Best Claims Practices & Estimating Guidelines, Vendor shall use reasonable and good faith efforts to meet the Service Level Standards set forth below.

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

  • Specification and Service Levels The Specification sets out the Services that the Contractor has undertaken to provide. The Specification includes Service Levels setting out particular levels of service that the Contractor has undertaken to meet.

  • Service Specification The Parties have agreed upon the scope and specification of the Services provided under this Service Agreement in the Service Specification.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Implementation Services The Company and the Client have developed a plan for implementing the services to be provided hereunder, including with respect to the transition of responsibility for such services from the Client and its current administrator to the Company, which plan attached hereto as Schedule I (the “Implementation Plan”). The Company shall perform the services required to complete the Implementation Plan, as set forth therein (the “Implementation Services”). The Company and the Client shall comply with any applicable requirements agreed in the Implementation Plan.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA):

  • Customer Service Standards The Franchising Authority hereby adopts the customer service standards set forth in Part 76, §76.309 of the FCC’s rules and regulations, as amended. The Grantee shall comply in all respects with the customer service requirements established by the FCC.

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