Common use of Response and Resolution Targets Clause in Contracts

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.

Appears in 3 contracts

Samples: streamdownload2.earthchannel.com, santa-rosa.granicus.com, www.ci.faribault.mn.us

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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.

Appears in 2 contracts

Samples: Advanced Metering Infrastructure, www.ci.faribault.mn.us

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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 correctioncorrection (24 hours). Satisfactory workaround is provided. Program patch is provided. Fix incorporated into future release. Fix or workaround incorporated into the Support SalesForce Knowledge Base. 2 4 hours Assign trained and qualified Services Staff to correct the error. Provide communication as updates occuroccur (48 hours). Satisfactory workaround is provided. Program patch is provided. Fix incorporated into future release. Fix or workaround incorporated into the Support SalesForce Knowledge Base. 3 1 Business Day 90 30 business days Answer to question is provided. Satisfactory workaround is provided. Fix or workaround incorporated into the Support SalesForce 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.

Appears in 1 contract

Samples: civicclerk.blob.core.windows.net

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