Response Expectations. Immediately upon Provider’s knowledge that the System failed to operate in conformance with the Services Description and other specifications, Customer will classify the problem according to the Problem Classification Table, above, and Provider will assign engineers to resolve the problem as required in the Response Expectation Table, below.
Response Expectations. In the event that an error is discovered in the Licensed Software which causes the software not to operate in conformance with the published specifications or applicable documentation, Customer shall notify Active Software in writing (email or fax) of the error (including a reasonable description and the severity level based on the Problem Classification Table). Active shall respond to such notice and will make reasonable efforts to assign engineers to resolve problems at the level of effort indicated by the Response Expectation table. If unspecified most new cases will be set to a severity level of 3 until a clearer determination can be made. The following Response Expectation table specifies the level of response that will be given to a customer issue at each step of the process based upon the assigned severity of the problem. The table specifies the maximum amount of time elapsed to complete each step.
Response Expectations. Table 1 below specifies the level of response that will be given to an issue raised by Company based upon the assigned severity of the issue. TABLE 1 Severity Level Acknowledgment Time* Response Expectation Severity 1 Within 3 hours Provide a fix or workaround within 2 business days of trouble ticket submission Severity 2 Within 5 hours Provide a fix or workaround within 1 week of trouble ticket submission Severity 3 Within 6 hours Provide a fix or workaround by the release of the next Major Release Severity 4 Within 8 hours Address the query in a commercially reasonable and timely manner *All times calculated based on business hours except that Severity 1 issues will be based on 24x7 response times only for customers that purchase an Extended Support subscription. If an issue is solvable, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Company of an available software fix.
Response Expectations. If services for which Xxxxx Fargo Bank is responsible fail to operate in conformance with the agreed specification or applicable documentation, either Xxxxx Fargo Bank will itself note the problem or PayPal may notify Xxxxx Fargo Bank by calling the Xxxxxx Xxxx Operations at 000-000-0000, Option 2, available on a 24×7 basis. If services for which PayPal is responsible fail to operate in conformance with the agreed specification on applicable documentation, either PayPal will itself note the problem or Xxxxx Fargo Bank may notify PayPal's Senior Director of Financial Systems of the problem by email or by telephone. Xxxxx Fargo Bank or PayPal, as the case may be, will immediately classify the problem and assign engineers to resolve problems at the level of effort indicated by the Response Expectation Table. New cases will be classified at level 3 until a determination can be made. Xxxxx Fargo Bank or PayPal, as the case may be, may reclassify a problem as work arounds are developed or the severity is diminished, subject to the consent of the other of PayPal or Xxxxx Fargo Bank, as the case may be, (such consent not to be unreasonably withheld or delayed). Both parties will make best efforts to provide ongoing and timely updates on the status and progress of problem resolution.
Response Expectations i. Contractor shall be required to have a single-point-of-contact phone number, available 24/7; a paging system is not allowed.
Response Expectations. Samsung will respond to Company based on the response times indicated in the SLA table. SLA Table Issue Severity Response Severity 1 2 Business Hours Severity 2 4 Business Hours Severity 3 24 Business Hours
