Response Targets Clause Samples
The Response Targets clause defines the specific timeframes within which a party must respond to requests, inquiries, or actions stipulated in the agreement. Typically, it sets out deadlines for acknowledging receipt, providing information, or taking required steps, such as responding to a service request within 24 hours or addressing a complaint within five business days. By establishing clear expectations for response times, this clause helps ensure timely communication and accountability, reducing misunderstandings and delays between the parties.
Response Targets. PowerSchool will make commercially reasonable efforts to ensure that submitted cases are assigned the proper level of priority. “Response Time” is the time it takes before a support agent makes initial contact with the Technical Contact individual who submitted the Case. Except for Priority 0 cases logged by the Customer, response times are calculated within Standard Support Hours. Response Time is not a resolution goal and should not be interpreted as a guarantee of service. PowerSchool will use commercially reasonable efforts to adhere to the time frames listed below. Contractor does not provide resolution targets and Response Time should not be interpreted as a commitment regarding resolution timeframes. Priority 0 – Urgent 1 hour Priority 1 – Critical must have 4 hours Priority 2 – Must have not critical 8 hours Priority 3 – Nice to have 2 business days
Response Targets. Unitrends Technical Support follows a tiered response target system based on issue severity, as defined below. Unitrends will use commercially reasonable efforts to meet response targets but cannot guarantee meeting response targets. Note that Cases generated at the end of the Contract Coverage Hours, for which the Case response target rolls to the next business day, will be responded to the next business day. Severity Level Definition Response Target Severity 1 One or more of the following: • The Customer’s production server or other mission critical system(s) are down • A substantial portion of the Customer’s mission critical data is at a significant risk of loss or corruption • The Customer has had a substantial loss of service • The Customer’s business operations have been severely disrupted • The Customer has not met a major milestone in a required test system • An issue in which the product causes the Customer’s network or system to fail catastrophically or that compromises overall system integrity or data integrity when the product is installed or when it is in operation (i.e., causing a system crash, loss or corruption of data, or loss of system security) and significantly impacts the Customer’s ongoing operations in a production environment. Requires an immediate workaround or solution. One (1) Business Hours Severity 2 • A problem or issue is adversely impacting production operations, but the production system is not down; product operates, but is seriously restricted. Three (3) Business Hours
Response Targets. Response targets quoted are target times for an engineer to respond after a fault is reported by the Customer and are given in good faith only to indicate the speed of service that is typically given. These are outlined in the Service Description. Time is not of the essence in relation to these response times and no guarantee or commitment is given in relation to response times or the time required for resolving incidents.
Response Targets. The following table defines severity class level response timeframes, effort required until resolution, and update frequencies currently employed by XXXX Support staff: Class 1 No greater than four hours if reported between 9 AM and 1 PM on normal business days at XXXX's business location. Errors reported other times will receive a response within four hours on the next normal business day at XXXX's business location. Constant effort during normal business hours until relief is provided in the form of a Work-Around or a software hotfix. As mutually agreed but at a minimum, every business day during normal business hours at XXXX's registered business location unless both Parties have agreed to a different frequency.
Response Targets. Individual Force requirement is shown below and are estimated based on known positions at the time of tender and therefore they maybe subject to amendment
Response Targets. SRSB will use its best commercial efforts to meet the targets set out in this Schedule for the Software Maintenance.
Response Targets. STSB will use its best commercial efforts to meet the targets set out in this Schedule for the Software Maintenance.