Response Time and Resolution Time Sample Clauses

Response Time and Resolution Time. At any point in time, Customer will have direct access to a self-service portal with Customer’s incidents details (portal link : ▇▇▇▇▇://▇▇▇▇▇▇.▇▇▇▇▇▇-▇▇▇.▇▇▇/). If Customer reasonably disputes any data or calculations on that portal, then the parties will discuss in good faith to resolve. For the sake of clarity, if several issues relating to the same root cause are reported separately, all such related issues will be deemed to be one single incident for purposes of credit calculation. (a) PeopleDoc will respond and resolve the problems as described below. The Service Levels below do not apply to incidents already reported by Customer to PeopleDoc or to non-reproducible errors. In addition, if several issues relating to the same root cause are reported separately by the Customer, all such related issues will be deemed to be one single incident for purposes of credit calculation. Level 1 (High) PeopleDoc Solution is not available. Level 1 incidents include, without limitation, disability of the following features: platform login, document upload, creation of document distribution, e- signature creation, request submission, and process creation. PeopleDoc will provide an initial response to Customer and escalate the Level 1 issue to the technical teams within 60 business minutes Immediately upon notice from Customer, PeopleDoc will use its best efforts, 24 hours/day and 7 days/week, to resolve the issue or provide Customer with an acceptable workaround. Escalation If the problem has not been resolved within 1 hour after initial report by Customer, then PeopleDoc’s Customer Care team will escalate it to the appropriate team. Once escalated, PeopleDoc Customer Care will update Customer on progress every business hour. Credit If the issue is not resolved or acceptable workaround provided within 3h36min (which equates to 0.5% of monthly Unavailability Time) from initial report from Customer, then Customer will be entitled to credit in accordance with the process set forth in Section 5.a) above. Level 2 (Medium) A function of the PeopleDoc Solution is unavailable, but this does not prevent the operation/use of the PeopleDoc Solution’s major functions as PeopleDoc will provide initial response to Customer and address the Level 2 issue within 4 business hours. PeopleDoc will use its best efforts, during normal business hours, to resolve the issue or provide Customer with an acceptable workaround. Escalation: If the problem has not been resolved within 4 business h...

Response Time and Resolution Time. In the event of an alert, 4impactdata is deemed to have responded when it has replied to Customer’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of Customer’s request, provide a solution, or request further information.

Response Time and Resolution Time. (a) SEVERITY 1 Support Case: MISSION CRITICAL. If the use of the TRUCE System is stopped or so severely impacted that the Customer cannot reasonably continue using the TRUCE System, then (a) TRUCE shall notify Customer’s designated point of contact within one (1) hour and shall begin work on the Support Case within four (4) hours of notification; (b) TRUCE shall engage development staff continuously until the problem is circumvented or corrected; (c) TRUCE shall provide customer with communication status updates of the problem resolution, until resolved at least every four (4) hours; and (d) a workaround must be provided within twenty-four (24) business hours and final resolution must be provided within ten (10) days. (b) SEVERITY 2 Support Case: CRITICAL IMPAIRED. If a high-impact problem is affecting service levels and/or materially impacting Customer’s use of the TRUCE System, then (a) TRUCE shall notify Customer’s designated point of contact within one (1) hour and shall begin work on the Support Case within eight (8) hours of notification; (b) TRUCE shall engage development staff continuously until the problem is circumvented or corrected; (c) TRUCE shall provide customer with communication on the status of the problem resolution once per day; and (d) a workaround must be provided within forty-eight (48) business hours and final resolution must be provided within fourteen (14) days. (c) SEVERITY 3 Support Case: MINOR CRITICAL. In the event minor problems surface with respect to the performance of the TRUCE System, then (a) TRUCE shall notify Customer’s designated point of contact within four (4) hours and shall begin work on the Support Case within eight (8) business hours of notification; and (b) TRUCE shall engage development staff to provide a workaround within five (5) days and final resolution must be provided within thirty (30) days. (d) SEVERITY 4 Support Case: NON-CRITICAL. In the event that Customer requests information, an enhancement, or documentation clarification related to the TRUCE System, then (a) TRUCE shall provide a response regarding the requested information or documentation clarification within two

Response Time and Resolution Time. At any point in time, Customer will have direct access to a self-service portal with Customer’s incidents details. If Customer reasonably disputes any data or calculations on that portal, then the parties will discuss in good faith to resolve. For the sake of clarity, if several issues relating to the same root cause are reported separately, all such related issues will be deemed to be one single incident for purposes of credit calculation. (a) PeopleDoc will respond and resolve the problems as described below. The Service Levels below do not apply to incidents already reported by Customer to PeopleDoc or to non-reproducible errors. In addition, if several issues relating to the same root cause are reported separately by the Customer, all such related issues will be deemed to be one single incident for purposes of credit calculation.

Response Time and Resolution Time. In the event of an alert, VizworX is deemed to have responded when it has replied to the Customer’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of the Customer’s request, provide a solution, or request further information. The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedule: A- Priority Alert Highly critical alert. Product is not available for use or a significant proportion of the contracted functionalities are not available. Within 4 Business Hours Within 8 Business Hours, inclusive of the A-Priority Alert Response Time. B- Priority Alert Critical alert. One or more elements of the Product critical to the functioning of Customer’s business have ceased to respond completely or respond extremely slowly. Within 8 Business Hours Within 8 Business Hours, exclusive of the B-Priority Alert Response Time. C- Priority Alert Non-critical alert. One or more elements of the Product have ceased to respond completely or respond slowly and a workaround is available. Within 16 Business Hours Within 16 Business Hours, exclusive of the C-Priority Alert Response Time. D-Priority Alert Notification of minor issue that does not prohibit the Customer from utilizing Product in any material way. Within 32 Business Hours Best effort.

Response Time and Resolution Time. In the event of an alert, Bynder is deemed to have responded when it has replied to Customer’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of Customer’s request, provide a solution, or request further information. The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedules: Alert Highly critical alert. Product is not available Within 1 hour for use or a significant proportion of the contracted functionalities are not available. Within 4 hours, inclusive of the A-Priority Alert Response Time.

Response Time and Resolution Time. In the event of an alert, Instructional Design Genius is deemed to have responded when it has replied to Customer’s initial request. This may be in the form of an email or telephone call, to acknowledge receipt of Customer’s request, provide a solution, or request further information. The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedules:

Response Time and Resolution Time. In the event of a Service disruption, Service Provider is deemed to have responded when it has replied to Customer’s initial request. This may be in the form of an email or a call, to acknowledge receipt of Customer’s request, provide a solution, or request further information. The response time and resolution time is deemed to start with the next office hour in the defined Help Desk hours (9:00 a.m. to 5:00 p.m. (CET) Monday to Friday, excluding public holidays). The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following schedule: High Service is not available for use or a significant proportion of the contracted functionalities are not available. Within 8 hrs Within 12 hrs Medium The use of the Service is considerably limited, as the main features of the SaaS Services are not available. Within 24 hrs Within 72 hrs Low Notification of minor issues that do not prohibit Customer from utilizing Service in any material way. Within 72 hrs Best effort