Response and Resolution. 3.1 Issues raised through the Support Services shall be categorised as follows:
Response and Resolution. Response shall mean positive acknowledgement (either w xxxxxx or verbal) from EFI that EFI has received information from you regarding a question with the Software and that EFI is investigating the details. EFI may request additional information that may be necessary to understand the nature of the question, to replicate the issue, or to determine other local networking or site information that may have an impact on the software. EFI Technical Support will use commercially reasonably efforts to respond to you within 12 hours of initial contact. Resolution shall mean closure of a customer issue through EFI and may include, but is not limited to: provision by EFI of a downloadable file, new version of Software, workaround, a determination by EFI that the issue has no solution, or a determination by EFI that the issue has been deferred to a subsequent planned software Release. EFI makes no provision or commitment to the time that may be taken to achieve resolution of any user case.
Response and Resolution. Once NextRequest has responded to a Service Request, NextRequest will work during Business Hours with the Customer’s representatives and, as needed, our Hosting Partner to resolve the problem or provide a workaround. NextRequest makes no guarantee regarding the time to resolve a Service Request, only that NextRequest will use the reasonable efforts described above.
Response and Resolution. For Technical Support requests not made by telephone, within the Request Response Time of such a request, Vendor shall confirm to the requestor receipt of the request by Vendor. If a Problem Severity Level 1 or 2 request cannot be corrected to the reasonable satisfaction of the requestor within the Request Resolution Time after the requestor makes the initial request for Technical Support, Vendor will: (a) immediately escalate the request to Vendor's management; (b) take and continue to take the actions which will most expeditiously resolve the request; (c) provide a hourly report to the requester of the steps taken and to be taken to resolve the request, the progress to correct, and the estimated time of correction until the request is resolved; and, (d) every [Time Duration], provide increasing levels of technical expertise and Vendor management involvement in finding a solution to the request until it has been resolved.
Response and Resolution. The Manager shall respond to and resolve any problems in connection with the services hereunder within a commercially reasonable period of time, using response and proposed resolution times consistent with its response and resolution of such problems for itself.
Response and Resolution. For Technical Support requests not made by telephone, within the Request Response Time of such a request, Vendor shall confirm to the requester receipt of the request by Vendor. If a Problem Severity Level 3 or 4 request cannot be corrected to the reasonable satisfaction of the requester within the Request Resolution Time after the requestor makes the initial request for Technical Support, at the sole election of requestor: (a) Vendor will work continuously to resolve the request; or, (b) requestor and Vendor will mutually agree upon a schedule within which to resolve the request. Technical Support Problem Severity Levels. [Here is some sample language that uses terms consistent with the Master Agreement] Problem Severity Level 1 Description: This Problem Severity Level is associated with: (a) Services, as a whole, are nonfunctional or not accessible; (b) unauthorized exposure of all or part of County Data; or, (c) loss or corruption of all or part of County Data. Request Response Time: 30 minutes. Request Resolution Time: 2 hours. Problem Severity Xxxxx 0 Description: This Problem Severity Level is associated with significant and/or ongoing interruption of an Authorized User's use of a critical function (as determined by the Authorized User) of the Services and for which no acceptable (as determined by the Authorized User) work-around is available. Request Response Time: 1 hour. Request Resolution Time: 4 hours. Problem Severity Xxxxx 0 Description: This Problem Severity Level is associated with: (a) minor and I or limited interruption of an Authorized User's use of a non-critical function (as determined by the Authorized User) of the Services; or, (b) problems which are not included in Problem Severity Levels 1 or 2. Request Response Time: 8 hours. Request Resolution Time: 24 hours. Problem Severity Xxxxx 0 Description: This Problem Severity Level is associated with: (a) general questions pertaining to the Services; or, (b) problems which are not included in Problem Severity Levels 1, 2, or 3. Request Response Time: 8 hours. Request Resolution Time: 48 hours. Customization/Integration Services. [Describe all Customization/Integration Services, if any, to be provided by the Vendor to enable production use of the Services.]
Response and Resolution. Paragraph 3.1 Define a "critical" issue. Define a "serious" issue. Define a "moderate" issue. Define a "minor" issue. Paragraph 3.2 Which party will be responsible for categorising issues? Paragraph 3.3 Will the response time obligations be absolute or not? Should the obligation be to use "reasonable endeavours" or "all reasonable endeavours"? Insert relevant response times.
Response and Resolution. Upon receipt of an Incident notification, a Concur technical support representative will reply to Customer through the system within one (1) hour for a P1 Incident, with four (4) business hours for a P2 Incident, within eight (8) business hours for a P3 Incident. Upon Concur’s identification of an Incident with the Service, Concur will target resolution of the Incident within twenty-four (24) hours for a P1 Incident, within two to four (2-4) business days for a P2 Incident, and within ten (10) business days for a P3 Incident (except that, if resolution requires development or configuration resources, then target resolution is as Concur reasonably determines to be appropriate under the circumstances). If Concur is unable to address P1, P2, or P3 Incident(s) in accordance with the respective timeframes set forth above for such Incidents, Concur will continue to work diligently to resolve such Incident until the Incident is resolved and Customer may, after first attempting to contact its designated support representative, escalate Incidents through Concur’s online support and ticketing system mechanism for the applicable Cloud Service.
Response and Resolution. Service Provider will use its best efforts to respond to and resolve issues as outlined below: EMERGENCY Target Response Time: Within 30 Minutes of the issue being reported to the system support hotline regardless of whether it is reported during Business Hours or Extended Hours. Target Resolution Time: Restore the system status to Low Impact, Routine, or Full Capacity within 4 Hours regardless of when the issue is reported. Client provided resources may be required to work with the Analyst to restore the system. Unless otherwise directed, Emergency issues will be addressed by the service team as “emergency”, and make a best effort to solve the challenges with the resources and information at his or her disposal. Out-of-warranty or non-warranty parts will be billed accordingly. Labour hours to solve problems not covered under any warranty or support contract will be billed as per the support and onsite rate tables contained herein.
Response and Resolution a. Upon receipt of a Support Services request under clause 1 of this Schedule, Operata and Customer will determine which Severity Level is applicable to the underlying issue.
