Response and Resolution Targets Sample Clauses

Response and Resolution Targets. Sensus Technical Support will make every reasonable effort to meet the following response and resolution targets:
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Response and Resolution Targets. Sensus Technical Support will make every reasonable effort to meet the following response and resolution targets: Severity Standard Target Response Standard Target Resolution Resolution (one or more of the following) 1 30 Minutes Immediately assign trained and qualified Services Staff to correct the error on an expedited basis. Provide ongoing communication on the status of a correction. • Satisfactory workaround is provided. • Program patch is provided. • Fix incorporated into future release. • Fix or workaround incorporated into the Support Knowledge Base. 2 4 hours Assign trained and qualified Services Staff to correct the error. Provide communication as updates occur. • Satisfactory workaround is provided. • Program patch is provided. • Fix incorporated into future release. • Fix or workaround incorporated into the Support Knowledge Base. 3 1 Business Day 90 business days • Answer to question is provided. • Satisfactory workaround is provided. • Fix or workaround incorporated into the Support Knowledge Base. • Fix incorporated into future release. 4 2 Business Days 12 months • Answer to question is provided. • Fix or workaround incorporated into the Support Knowledge Base.
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Response and Resolution Targets. Service Level Targets are broken into two sections: Response and Resolution. Response: The Customer shall receive an acknowledgement (by email, SMS or voice) within 15 minutes of logging an incident by telephone. The response shall indicate the priority (as defined in the table below) and the estimated time for a resolution based on the resolution targets. Level of Priority System Status Critical (Priority 1) denotes system is down; business is critically affected; all or majority of users affected. High (Priority 2) denotes system is impaired; business is adversely affected but is operational; large proportion of users affected Medium (Priority 3) denotes the system is operating but that a small proportion of users (e.g. 4-5 users) are unable to access non-critical systems Low (Priority 4) denotes system is operating but with a minor functionality loss Resolution: Resolution time is the time taken from the first report to the Service Centre until the incident has been closed. If service restoration has been achieved, the Service Centre shall confirm this with the Customer. If after 3 failed attempts to confirm this, the incident shall be closed. Should the Customer later inform Service Centre that the solution has not been effective (within 7 days) then the relevant incident case number shall be re-opened. Some types of call raised with the Service Centre will be categorised as first time fix, meaning the aim is to resolve the call on first contact. If this cannot be achieved the service resolution targets are defined in the table below: Incident Management Level of Priority Target Resolution Incidents met within agreed timescale Critical priority incidents resolved within 1 working day 85% High priority incidents resolved within 2 working days 80% Medium priority incidents resolved within 5 working days 80% Low priority incidents resolved within 7 working days 80% Core Service Target Resolution URL Blocks 4 working hours in 90% of cases Targets A set of default service targets have been defined for the ICT4Leeds Service. Targets are measured during the working day. There are no target offerings outside of these hours. The ICT4Leeds Service will be available except for:
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Response and Resolution Targets. (a) We will use reasonable efforts to respond and resolve Incidents and Service Requests during Business Hours as follows:
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Response and Resolution Targets. Service Definition Response Scheduled Routine maintenance and software updates. These should be requested by email or by phone. Response within 2 business days. Resolution within 5 business days. Expedited Problems for which solutions exist. These can be requested by email or phone. Response within 8 business hours. Resolution within 2 business days if resolvable by LICENSOR. Emergency Outages involving critical software or hardware. These can be requested by email or phone. Response within 2 business hours. Resolution within 4 business hours if resolvable by LICENSOR.
Sample 1
Response and Resolution Targets. Severity Level Response Time During regular business hours Master Meter will begin the service request process during the initial call. Target Resolution and Effort Level Master Meter will immediately assign trained and qualified team members to correct the error on an expedited basis and provide ongoing communication and status updates of a correction. Appropriate Resolutions: o Satisfactory workaround is provided. o Program patch is provided o Fix incorporated into future release o Fix or workaround incorporated into the CRM or Support Knowledge Base Escalation Path Master Meter will make diligent efforts during normal business hours. The Service Request will be raised to Systems Technical Support Management within 4 hrs, and to the next management level after 24 hours if the request is not resolved before then. Master Meter will respond to the customer within 1 business day and will update the request at least 2 once a day. Master Meter will assign trained and qualified team members to correct the error. Provide communication as updates occur. Appropriate Resolutions: o Satisfactory workaround is provided. o Program patch is provided o Fix incorporated into future release Master Meter will make diligent efforts during normal business hours. The Service Request will be raised to Systems Technical Support Management after 3 business days if the request is not resolved before then. Master Meter will respond to the customer within 2 3 business days. o Fix or workaround incorporated into the Support Knowledge Base 90 Business Days Master Meter will make planned efforts during normal business hours. Master Meter will respond
Sample 1
Response and Resolution Targets. AgileAssets’ response and resolution targets are set forth in the table which follows. However, resolution times will vary depending on the complexity of the issue, the customer environment, and other factors. Specifically with respect to those Severity 1 Defects which completely prevent the Software from operating or have a direct security impact on the Software, AgileAssets agrees to use continuous and diligent efforts to provide a Defect Correction until the customer is back in production. Otherwise, all Target Time Frames which fall outside of AgileAssets’ normal business hours will be carried over to the next business day. Target Time Frames1 Severity Level of Defect Initial Acknowledgment2 Resolution3 Frequency of Communication Updates 1 1 business day 24 hours4 8 hours 2 2 business days 120 hours5 40 hours 3 5 business days N/A6 None
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Related to Response and Resolution Targets

  • Schedule for Completing Agreement Closeout Activities Provide All Draft and Final Written Products on a CD-ROM or USB memory stick, organized by the tasks in the Agreement. Products: • Final Meeting Agreement Summary (if applicable) • Schedule for Completing Agreement Closeout Activities • All Draft and Final Written Products

  • Development Plan document specifying the work program, schedule, and relevant investments required for the Development and the Production of a Discovery or set of Discoveries of Oil and Gas in the Contract Area, including its abandonment.

  • COVID-19 Protocols Contractor will abide by all applicable COVID-19 protocols set forth in the District’s Reopening and COVID-19 Mitigation Plan and the safety guidelines for COVID-19 prevention established by the California Department of Public Health and the Ventura County Department of Public Health.

  • Project Plan Development of Project Plan Upon the Authorized User’s request, the Contractor must develop a Project Plan. This Project Plan may include Implementation personnel, installation timeframes, escalation procedures and an acceptance plan as appropriate for the Services requested. Specific requirements of the plan will be defined in the RFQ. In response to the RFQ, the Contractor must agree to furnish all labor and supervision necessary to successfully perform Services procured from this Lot. Project Plan Document The Contractor will provide to the Authorized User, a Project Plan that may contain the following items: • Name of the Project Manager, Contact Phone Numbers and E-Mail Address; • Names of the Project Team Members, Contact Phone Numbers and E-Mail Address; • A list of Implementation milestones based on the Authorized User’s desired installation date; • A list of responsibilities of the Authorized User during system Implementation; • A list of designated Contractor Authorized Personnel; • Escalation procedures including management personnel contact numbers; • Full and complete documentation of all Implementation work; • Samples of knowledge transfer documentation; and • When applicable, a list of all materials and supplies required to complete the Implementation described in the RFQ. Materials and Supplies Required to Complete Implementation In the event that there are items required to complete an Implementation, the Contractor may request the items be added to its Contract if the items meet the scope of the Contract. Negotiation of Final Project Plan If the Authorized User chooses to require a full Project Plan, the State further reserves the right for Authorized Users to negotiate the final Project Plan with the apparent RFQ awardee. Such negotiation must not substantively change the scope of the RFQ plan, but can alter timeframes or other incidental factors of the final Project Plan. The Authorized User will provide the Contractor a minimum of five (5) business days’ notice of the final negotiation date. The Authorized User reserves the right to move to the next responsible and responsive bidder if Contractor negotiations are unsuccessful.

  • Statement of Work The Contractor shall provide the services and staff, and otherwise do all things necessary for or incidental to the performance of work, as set forth below:

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