Response and Resolution Times Sample Clauses

Response and Resolution Times. Appendix A The following table shows the targets of response and resolution times for each priority level, subject to no dependence on external third parties: Priority Response Time (in working hours) Target to fix * (working hours) Examples P1 Within 1 hour 4 No staff can logon Business applications down for all staff – resolution will be coordinated with business application provider P2 Within 2 hours 8 Single user unable to logon No Email P3 Within 4 hours 16 Single user unable to complete some work (i.e. access to certain drives) P4 within 10 hours 25 Network admin New user setups How do I tasks PC rebuilds Move / add / change a user account / email address Set email redirection / access levels to email accounts A response time is considered as the acknowledgement of the request for assistance and also depends on the contact being within working hours. Services Agreement Appendix B Service Rates Labour Rate Remote desktop support for any Microsoft software, anti virus or Office issues. INCLUDED Remote SharePoint Support INCLUDED Remote setup of SharePoint site INCLUDED Ongoing SharePoint development EXCLUDED Onsite Labour EXCLUDED Services Agreement Coverage Appendix B (cont) Remote Helpdesk and Vendor Management of Client’s IT networks will be provided to the Client by EXCALIBUR through remote means between the hours of 8.00 am – 6.00 pm Monday through Friday, excluding public holidays. Hardware costs of any kind are not covered under the terms of this Agreement. Support and Escalation EXCALIBUR will respond to Client’s Support Tickets under the provisions of Appendix A. Support after hours or on holidays may be provided at EXCALIBUR’s discretion where there is resource available, but EXCALIBUR shall not be obliged to provide such support. Support Tickets must be opened by email to EXCALIBUR’s Help Desk, or by phone if email is unavailable. Each call will be assigned a Support Ticket number for tracking. On Site visits All work where possible will be completed remotely and if required with the assistance of an employee of the Client. Service outside Normal Working Hours Emergency services performed outside of the hours of 8:00 am – 6:00 pm Monday through Friday, excluding public holidays, shall be subject to provisions of this Appendix B. Data Back-Up
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Response and Resolution Times. ISV Partner’s support services team is trained on the Certified Solution and ISV Partner will provide, based on the “severity” level of the issue, the following service levels: Severity Level Response/Resolution Time Severity 1 Error ISV Partner will respond with an update or resolution within 24 hours (1 Day). Severity 2 Error ISV Partner will respond with an update or resolution within 48 hours (2 Days). Severity 3 Error ISV Partner will respond with an update or resolutio within 120 hours (5 Days). Severity 4 Errors ISV Partner will provide reasonable tracking and response. The time in which ISV Partner shall provide a circumvention or resolution of an error will be measured from the later of the identification of the error through communication from a End User or Sage Partner or the delivery to ISV Partner of materials required by ISV Partner to replicate the error. Furthermore, should the error be caused or directly related to an error or design flaw in any Sage Products/Services, the time in which ISV Partner will provide a circumvention or resolution of an error will be measured from the date the error or design flaw is corrected in the Sage Products/Services and such corrected application is provided to ISV Partner. Schedule 2 Security Requirements
Response and Resolution Times. 3.1 The Provider will:
Response and Resolution Times. The Response Time is measured from when the ticket is entered into the Remedy tool (by the user or the Service Desk personnel) to when an acknowledgement is returned to the user by e- mail and the ticket status is set to “in progress”. This is the amount of time required to record and acknowledge the ticket. Time is only counted during the on-hours support period for a service. The Resolution Time is measured from when the ticket status is set to “in progress” in the Remedy tool to when the ticket status is set to “resolved” in the Remedy tool. Time spent in the “pending” state is not included in the resolution time. If a ticket is re-opened, then time is continues to be counted until the ticket is again set to “resolved”. Time is only counted during the on-hours support period for a service. This reflects the amount of time required to resolve, but not necessarily close, the ticket. Resolution means that a service is restored (if the ticket reports an incident) or a request fulfilled (if the ticket contains a request). After resolution, as a separate step, the user is asked whether the resolution is satisfactory and if the ticket may be closed. Time is only counted during the on-hours support period for a service.
Response and Resolution Times. Based on the priority of the problem, Vendor shall be responsible for ensuring that the following response and resolution times are adhered to: MAXIMUM MAXIMUM RESOLUTION SERVICE LEVEL PRIORITY RESPONSE TIME TIME TARGETS 1-Urgent/Emergency [*] [*] [*] 2-High [*] [*] [*] 3-Medium [*] [*] [*] 4-Low [*] [*] [*] NOTE: ONE BUSINESS DAY = 7:00 A.M. CENTRAL TIME - 6:00 P.M. CENTRAL TIME, OR 11 HOURS.
Response and Resolution Times. The following table shows the estimated targets of response and resolution times for each priority level: Incident Priority Response Time Resolution Time Escalation Threshold Critical Emergency (Service not available all users and functions unavailable). 1 Within 1 hr ASAP –Best Effort 2 hours Urgent (large number of users or business critical functions affected) 2 2 Hrs ASAP –Best Effort 8 hours High (Limited degradation of service, limited number of users or functions affected, business process can continue) 3 Within 8 business hours ASAP –Best Effort 24 hours Normal (Small service degradation, business process can continue, one user affected) 4 Within 24 business hours ASAP –Best Effort 96 hours Low Priority (Maintenance needed, no noticeable degradation to any users) 5 Next Time Not Applicable Not Applicable Support Tiers The following details and describes our Support levels: Incident Support Tier Description Level 1 Support All support incidents begin in Tier 1, where the initial trouble ticket is created, and the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. Level 2 Support All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. Level 3 Support Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues. Managed Services Agreement: Appendix A (cont.) Service Request Escalation Procedure 1. Support Request is Received
Response and Resolution Times. QOMPLX shall provide telephone and email technical support to Customer during the Term in connection with access to and use of the Platform. Customer shall appoint a single point of contact to communicate technical support requests to QOMPLX. In no event shall QOMPLX be required to communicate with End Users regarding any technical support requests (other than through the appointed point of contact). Customer shall provide QOMPLX all information reasonably required for QOMPLX to assess and correct the issue identified in the technical support request. QOMPLX shall resolve the technical support requests as soon as reasonably practicable, provided that QOMPLX uses diligent efforts to resolve the service error. QOMPLX shall respond to Customer’s technical support requests as set forth below: Severity Level Definition Initial Response Time Tier-1 (Critical) Critical operational Respond to issue service outage: within sixty (60) Customer is minutes of a experiencing failed reported problem. service requests due to non- response or incorrect response errors affecting more than 20% of submitted requests over a sixty (60) minute period. Tier-2 (High) Minor operational Respond to issue service outage: within four (4) Customer is hours of a reported experiencing failed problem. service requests due to non- response or incorrect response errors affecting more than 10% but less than 20% of submitted transactions over a sixty (60) minute period. Tier-3 (Medium) Minor operational Response within service outage: twenty-four (24) Customer is hours of a reported experiencing failed problem during service requests regular business due to non- hours. response or incorrect response errors affecting less than 10% of submitted transactions over a sixty (60) minute period. Tier-4 (Low) Degradation of the Response within Platform features forty-eight (48) not impacting the hours of a reported ability to complete problem during submitted service regular business requests or service hours. is operating with minor issues that can be addressed with acceptable work around.
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Response and Resolution Times. 3.1 The Provider will: (a) use all reasonable endeavours to respond to requests for Support Services made through the helpdesk with Ticket Number information within 1 hour of the fault being received by the helpdesk; and (b) use all reasonable endeavours to resolve issues raised by the Customer as soon as possible
Response and Resolution Times. Notwithstanding any term to the contrary in the SLA, the following sets forth the required deadlines for timely handling of any Hardware Issue or a Network Issue reported to Hostway by Customer: Initial Response Status Updates Maximum Resolution Time • Immediately, if reported to Hostway by phone • Within 30 minutes of notification to Hostway if reported by email or trouble ticket Every 30 minutes from Initial Response until resolved (unless otherwise agreed by Customer) 1 hour from Initial Response by Hostway (unless otherwise agreed by Customer)
Response and Resolution Times. Consultant will respond to Client issues in a timely manner as defined below. For all times listed below, time is only considered to elapse during Consultant Business Hours.
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