{"component": "clause", "props": {"groups": [{"snippet_links": [{"key": "the-problem", "type": "clause", "offset": [27, 38]}], "snippet": "The time it takes to solve the problem or install the needed hardware or software.", "samples": [{"hash": "kvc7i8kXYXR", "uri": "/contracts/kvc7i8kXYXR#resolution-time", "label": "Service Level Agreement (Sla)", "score": 22.8962898254, "published": true}, {"hash": "el0LyTKiGht", "uri": "/contracts/el0LyTKiGht#resolution-time", "label": "Service Level Agreement (Sla)", "score": 22.6260528564, "published": true}, {"hash": "i1dxqApTQua", "uri": "/contracts/i1dxqApTQua#resolution-time", "label": "Service Level Agreement (Sla)", "score": 19.9486656189, "published": true}], "size": 7, "hash": "ecb1fb6caa7076195a87d3923aa28fa8", "id": 3}, {"snippet_links": [{"key": "priority-1", "type": "definition", "offset": [34, 44]}, {"key": "phone-support", "type": "definition", "offset": [50, 63]}, {"key": "customer-shall", "type": "clause", "offset": [92, 106]}, {"key": "a-credit", "type": "definition", "offset": [122, 130]}, {"key": "equal-to", "type": "definition", "offset": [131, 139]}], "snippet": "If RingCentral fails to resolve a Priority 1 or 2 Phone Support within the Resolution Time, Customer shall be entitled to a credit equal to two percent (2%) of the MRC for the month the SLA was missed.", "samples": [{"hash": "g8sFOOzxIdC", "uri": "/contracts/g8sFOOzxIdC#resolution-time", "label": "Master Services Agreement", "score": 33.3646888733, "published": true}, {"hash": "5jYyO7U67ZC", "uri": "/contracts/5jYyO7U67ZC#resolution-time", "label": "Master Services Agreement", "score": 33.1038627625, "published": true}, {"hash": "giYGvmJ3JII", "uri": "/contracts/giYGvmJ3JII#resolution-time", "label": "Master Services Agreement", "score": 26.270362854, "published": true}], "size": 4, "hash": "b664f4fce8f35f63c44c75f2714981a2", "id": 5}, {"snippet_links": [{"key": "use-commercially-reasonable-efforts", "type": "clause", "offset": [71, 106]}, {"key": "support-ticket", "type": "definition", "offset": [120, 134]}, {"key": "during-support-hours", "type": "clause", "offset": [170, 190]}, {"key": "defined-above", "type": "clause", "offset": [194, 207]}, {"key": "day-2", "type": "definition", "offset": [265, 270]}, {"key": "business-days", "type": "clause", "offset": [271, 284]}, {"key": "for-customers", "type": "clause", "offset": [317, 330]}, {"key": "resolution-times", "type": "clause", "offset": [353, 369]}, {"key": "service-level-agreement", "type": "clause", "offset": [411, 434]}, {"key": "performance-indicator", "type": "definition", "offset": [505, 526]}, {"key": "the-service", "type": "clause", "offset": [565, 576]}, {"key": "in-accordance-with", "type": "clause", "offset": [583, 601]}, {"key": "clause-11", "type": "clause", "offset": [602, 611]}, {"key": "software-subscription-agreement", "type": "definition", "offset": [624, 655]}], "snippet": "The \u201cResolution Time\u201d means the targeted time within which Jcurve will use commercially reasonable efforts to resolve a support ticket. The \u201cResolution Time\u201d is measured during Support Hours as defined above. GOALS RESOLUTION TIME Urgent High Normal Low 1 Business Day 2 Business Days 3 Business Days 5 Business Days For Customers using NetSuite, these resolution times are a guide only and do not constitute a service level agreement. For Customers using Riyo, these resolution times do not constitute a performance indicator to be taken into account in computing the service level in accordance with Clause 11 of the Riyo Software Subscription Agreement.", "samples": [{"hash": "2pO2xyoNndz", "uri": "/contracts/2pO2xyoNndz#resolution-time", "label": "Support Agreement", "score": 32.6331291199, "published": true}, {"hash": "60T1t3ctCHo", "uri": "/contracts/60T1t3ctCHo#resolution-time", "label": "Support Agreement", "score": 32.5626296997, "published": true}, {"hash": "gSTIJuAvlPa", "uri": "/contracts/gSTIJuAvlPa#resolution-time", "label": "Support Agreement", "score": 25.8870639801, "published": true}], "size": 5, "hash": "9541ca21b2435934c26517c9671a2bce", "id": 4}, {"snippet_links": [{"key": "working-days", "type": "clause", "offset": [2, 14]}], "snippet": "2 Working Days, 98% of the time, measured over a 6-month period.", "samples": [{"hash": "j26SOtmlS38", "uri": "/contracts/j26SOtmlS38#resolution-time", "label": "Service Level Agreement", "score": 33.6948699951, "published": true}, {"hash": "dNzfLDefi4v", "uri": "/contracts/dNzfLDefi4v#resolution-time", "label": "Service Level Agreement", "score": 33.112575531, "published": true}], "size": 8, "hash": "864b8d1db21a41a4ad7f705c4ac650ea", "id": 2}, {"snippet_links": [{"key": "calendar-month", "type": "definition", "offset": [69, 83]}, {"key": "time-required", "type": "definition", "offset": [101, 114]}, {"key": "for-company", "type": "clause", "offset": [115, 126]}, {"key": "time-service", "type": "clause", "offset": [336, 348]}, {"key": "service-level-matrix", "type": "definition", "offset": [375, 395]}, {"key": "schedule-1", "type": "definition", "offset": [415, 425]}], "snippet": "Resolution Time shall be calculated for each Incident occurring in a calendar month as the amount of time required for Company to Resolve each such Incident as determined by Saint Luke\u2019s. Company shall track and report monthly to Saint Luke\u2019s each P1, and P2 Incident and the time required to Resolve each such Incident. The Resolution Time Service Level is set forth on the Service Level Matrix attached hereto as Schedule 1.", "samples": [{"hash": "lzfq0QlWPFZ", "uri": "/contracts/lzfq0QlWPFZ#resolution-time", "label": "Master Purchasing Agreement", "score": 31.6045627594, "published": true}, {"hash": "fcfFdsFG5dS", "uri": "/contracts/fcfFdsFG5dS#resolution-time", "label": "Master Purchasing Agreement", "score": 31.6045627594, "published": true}, {"hash": "5ItwwJOmHUg", "uri": "/contracts/5ItwwJOmHUg#resolution-time", "label": "Master Purchasing Agreement", "score": 31.6045627594, "published": true}], "size": 8, "hash": "31cca20e6d95a8f0ae2b8986bcb2dd6e", "id": 1}, {"snippet_links": [{"key": "reasonable-endeavours", "type": "definition", "offset": [15, 36]}, {"key": "provide-a", "type": "definition", "offset": [167, 176]}, {"key": "the-issue", "type": "clause", "offset": [199, 208]}, {"key": "full-control", "type": "clause", "offset": [414, 426]}], "snippet": "Riela will use reasonable endeavours to resolve problems as swiftly as possible, and will aim to, where the resolution or workaround is within \u2587\u2587\u2587\u2587\u2587\u2019\u2587 control, either provide a workaround or resolve the issue within the following timescales: 180 mins 360 mins 2 days 7 days 21 days Where the resolution or workaround is not fully within Riela\u2019s control, Riela shall use reasonable endeavours to bring it under our full control and work with relevant 3rd Parties to achieve the same.", "samples": [{"hash": "j57DEEsJWCw", "uri": "/contracts/j57DEEsJWCw#resolution-time", "label": "Standard Services Agreement", "score": 25.2559890747, "published": true}, {"hash": "elEBXQFnK4N", "uri": "/contracts/elEBXQFnK4N#resolution-time", "label": "Services Agreements", "score": 25.2559890747, "published": true}], "size": 3, "hash": "0d35c94bb286d6a41b4cc9cdf3caf213", "id": 7}, {"snippet_links": [{"key": "help-desk", "type": "clause", "offset": [112, 121]}, {"key": "designated-person", "type": "definition", "offset": [127, 144]}, {"key": "the-situation", "type": "clause", "offset": [279, 292]}, {"key": "to-determine", "type": "clause", "offset": [311, 323]}], "snippet": "The resolution time is the time it takes to resolve a problem that was successfully logged on Caseware Africa\u2019s help desk by a designated person. The resolution time is different for each situation and cannot be determined until the appropriate help desk technician has assessed the situation and has been able to determine an approximate resolution time.", "samples": [{"hash": "42HygohsJTi", "uri": "/contracts/42HygohsJTi#resolution-time", "label": "Terms of Service", "score": 32.861782074, "published": true}, {"hash": "5NQddwbQjEi", "uri": "/contracts/5NQddwbQjEi#resolution-time", "label": "Terms of Service", "score": 32.8492088318, "published": true}], "size": 2, "hash": "cab7d3f11c71e937fe9d62906089d1e2", "id": 8}, {"snippet_links": [{"key": "work-on", "type": "clause", "offset": [49, 56]}, {"key": "customer-and-the", "type": "clause", "offset": [87, 103]}], "snippet": "The interval between the time SPARKnit begins to work on an Incident reported from the Customer and the time of fixing or resolving that Incident.", "samples": [{"hash": "l0QDGdj9ay3", "uri": "/contracts/l0QDGdj9ay3#resolution-time", "label": "Software Support and Maintenance Agreement", "score": 28.323474884, "published": true}, {"hash": "MR2kCEmfSf", "uri": "/contracts/MR2kCEmfSf#resolution-time", "label": "Software Support and Maintenance Agreement", "score": 28.323474884, "published": true}], "size": 2, "hash": "98b22945dda3ea009e04f056757299b7", "id": 10}, {"snippet_links": [{"key": "use-commercially-reasonable-efforts", "type": "clause", "offset": [15, 50]}, {"key": "application-no", "type": "clause", "offset": [101, 115]}], "snippet": "Developer will use commercially reasonable efforts to resolve an issue with respect to the Developer Application no later than 24 hours after Zoom or a Customer notifies Developer of an issue with respect to the Developer Application.", "samples": [{"hash": "gd3vLPLiNFh", "uri": "/contracts/gd3vLPLiNFh#resolution-time", "label": "Marketplace Developer Agreement", "score": 31.4211578369, "published": true}, {"hash": "8HfN3SJJ4lt", "uri": "/contracts/8HfN3SJJ4lt#resolution-time", "label": "Marketplace Developer Agreement", "score": 26.5003414154, "published": true}, {"hash": "kXjQv2qtWg7", "uri": "/contracts/kXjQv2qtWg7#resolution-time", "label": "Marketplace Developer Agreement", "score": 26.4674873352, "published": true}], "size": 3, "hash": "083c9248f4975a87e5135ff720a0adb5", "id": 6}, {"snippet_links": [{"key": "no-resolution", "type": "clause", "offset": [9, 22]}, {"key": "user-expectations", "type": "clause", "offset": [243, 260]}, {"key": "agreement-for", "type": "clause", "offset": [303, 316]}], "snippet": "There is no resolution time target across services due the wide variety of incidents and requests being handled. Each service shall provide some guidance on the expected resolution time for the most frequent incidents and requests to help set user expectations. Please see the appropriate service level agreement for details.", "samples": [{"hash": "2x4wHw6MLFE", "uri": "/contracts/2x4wHw6MLFE#resolution-time", "label": "Service Level Agreement", "score": 19.5941143036, "published": true}, {"hash": "eMdEqVlZtlT", "uri": "/contracts/eMdEqVlZtlT#resolution-time", "label": "Service Level Agreement", "score": 19.3039016724, "published": true}], "size": 2, "hash": "5e364659c37a30e6994afa3e03ca63b5", "id": 9}], "next_curs": "ClgSUmoVc35sYXdpbnNpZGVyY29udHJhY3RzcjQLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IhhyZXNvbHV0aW9uLXRpbWUjMDAwMDAwMGEMogECZW4YACAA", "clause": {"title": "Resolution Time", "parents": [["entire-agreement", "Entire Agreement"], ["miscellaneous", "MISCELLANEOUS"], ["definitions", "Definitions"], ["service-levels", "Service Levels"], ["additional-service-or-change-requests", "Additional Service or Change Requests"]], "size": 63, "children": [["", ""], ["how-to-report-an-incident", "How to Report an Incident"], ["escalation-procedure", "Escalation Procedure"], ["services-excluded-from-support", "Services Excluded from Support"], ["severity-2", "Severity 2"]], "id": "resolution-time", "related": [["resolution", "Resolution", "Resolution"], ["error-resolution-notice", "ERROR RESOLUTION NOTICE", "ERROR RESOLUTION NOTICE"], ["dns-resolution-rtt", "DNS resolution RTT", "DNS resolution RTT"], ["resolutions-etc", "Resolutions, etc", "Resolutions, etc"], ["problem-resolution", "Problem Resolution", "Problem Resolution"]], "related_snippets": [], "updated": "2025-07-24T04:27:51+00:00"}, "json": true, "cursor": ""}}