Problem Resolution Time Sample Clauses

Problem Resolution Time. Contractor shall ensure compliance on metric regarding percentage resolution time where the customer inquiry resolution time shall be resolved within one interaction with the Contractor’s Customer Service Call Center. The Contractor shall monitor and report on a quarterly basis the metric based from the number of times the using entity calls Customer Service for assistance, subtracting the number of attempts it takes for resolution. Performance Standard: 98.0% The target: 100.0%
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Problem Resolution Time. The Service Level for problem resolution time measures the percentage of problems that Provider resolves within the required timeframes, based on problem severity level (as defined below). For purposes of this Service Level, “Resolve” means that the Platform component impacted by the problem has been restored or that Provider has put in place a suitable workaround, reasonably approved by EOHHS, that enables the Platform to be provided as required under the Contract and in accordance with other Service Levels. Response and Resolution times will be measured from the time Provider receives a Support Request until the respective times Provider has (i) responded to, in the case of response time and (ii) Resolved such Support Request, Provider shall respond to and Resolve all Service Errors within the times provided in this Exhibit based on the severity of the Service Error: Severity Level Resolution Time Definition, includes any Service Error comprising or causing any of the following events or effects: High 12 hours ● Comprehensive service failure 2 calendar ● Minor service failure days, or such ● Ad hoc special handling requests from EOHHS Low other time as mutually agreed by the Parties # END OF EXHIBIT B # E XHIBIT C: Xxxx.xxx Integration Requirements Provider shall link the Platform to the xxxx.xxx site to facilitate the Public Services. Such activities shall be performed in conjunction with EOHHS and the Executive Office of Technology Services and Security (“EOTSS”), the Commonwealth branch responsible for the management of Xxxx.xxx, and shall include, but not limited to the following activities: As of the First Amendment Effective Date, Provider will create a site which:  Will be released on a timeline mutually agreed by the Parties’ Contract Managers, which may include phases  Will be hosted on a Xxxx.xxx subdomain (xxxxx://XxxXxxxxx.xxxx.xxx)  Will link back to important xxxx.xxx content, including but not limited to xxxxx://xxx.xxxx.xxx/covid-19-vaccine, xxxxx://xxx.xxxx.xxx/info-details/covid-19- vaccination-locations  Is mobile responsive  Includes a zip code search function and dynamic map view Provider will ensure web accessibility using a method mutually agreed by the Parties. Additionally, with respect to all work under this Exhibit C:  Provider will use colors, typography, and any other relevant design guidance provided by the design guidelines here to ensure consistency with Xxxx.xxx: xxxx.xxx/xxxxxxxxx  Provider will include web analyt...
Sample 1

Related to Problem Resolution Time

  • Problem Resolution The parties will endeavour to resolve any problems identified with the operation of this Agreement as they arise.

  • DNS resolution RTT Refers to either “UDP DNS resolution RTT” or “TCP DNS resolution RTT”.

  • ERROR RESOLUTION NOTICE In Case of Errors or Questions About Your Electronic Transfers, Call or Write us at the telephone number or address listed in this disclosure, as soon as you can, if you think your statement or receipt is wrong or if you need more information about a transfer listed on the statement or receipt. We must hear from you no later than 60 days after we sent the FIRST statement on which the problem or error appeared.

  • TCP DNS resolution RTT Refers to the RTT of the sequence of packets from the start of the TCP connection to its end, including the reception of the DNS response for only one DNS query. If the RTT is 5 times greater than the time specified in the relevant SLR, the RTT will be considered undefined.

  • UDP DNS resolution RTT Refers to the RTT of the sequence of two packets, the UDP DNS query and the corresponding UDP DNS response. If the RTT is 5 times greater than the time specified in the relevant SLR, the RTT will be considered undefined.

  • Error Resolution If you believe that you did not authorize an electronic fund transaction, if you need a copy of a transaction receipt from a Merchant, if you think your statement or receipt is wrong, or if you need more information about a transaction listed on the statement or receipt, you should call or write us at the phone number or address shown at the end of these Regulatory Disclosures under “UMB Contact Information” You should report errors no later than sixty (60) days after information is available to you on your periodic statement or in your electronic statement information concerning the transaction that you believe to be in error or which you believe is a problem. Include the following information: (a) your name and your HSA Deposit Account number; (b) describe the error or the transaction you are unsure about and explain as clearly as you can why you believe it is an error or why you need more information; and (c) the dollar amount of the suspected error. If you tell us orally, we may require that you send us your complaint or questions in writing within ten (10) business days. We will determine whether an error occurred within ten (10) business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your account within ten (10) business days for the amount you think is in error so that you will have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within ten (10) business days, we may not credit your account. For errors involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error. We will tell you the results within three (3) business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation.

  • Complaint Resolution We operate a complaints procedure to enable resolution to complaints; these must be advised in Writing directly to us, to enable our formal complaints process to be applied.

  • DNSSEC proper resolution There is a valid DNSSEC chain of trust from the root trust anchor to a particular domain name, e.g., a TLD, a domain name registered under a TLD, etc.

  • Impasse Resolution In the event that there is an impasse in negotiations concerning the negotiation of a new collective bargaining agreement or the mutual amendment of an existing collective bargaining agreement, the parties agree that the resolution of any impasse issues shall be governed by the provisions of Florida Statutes Chapter 447, as amended.

  • Grievance Resolution If a grievance is resolved at Step 2 or 3 in the procedure as provided herein, the grievant concerned shall indicate acceptance of the resolution by affixing his/her signature in the appropriate space indicated. If the employee has been represented by the Union at the Step of the procedure at which a resolution is reached, the Union representative shall also sign the appropriate document acknowledging that the employee has accepted the resolution. Decisions on grievances where an employee represents him/herself shall not be considered precedent setting or binding with regard to any future grievances filed with respect to the same or similar matters.

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