Response Time and Resolution Time Service Levels Sample Clauses

Response Time and Resolution Time Service Levels. Contractor will: (a) respond to each Request for Support Services within the applicable Response Time set forth below; and (b) arrive at a Resolution for and close the applicable Ticket for each Request for Support Services within the applicable Resolution Time set forth below. In each case the Response Time and Resolution Time will be based on the Priority Level of the Incident subject to the Request and the time period in which the Request is made, as set forth below. Priority Levels Response Time (During Support Business Hours) Response Time (Outside of Support Business Hours) Response Time (Holidays) Resolution Time System not Available – 15 minutes System not Available – 15 minutes System not Available - 15 minutes Defect/Fault Identified – 1 hour Level 1 Major Component Failures – 15 minutes Major Component Failures – 30 minutes Major Component Failures – 30 minutes Solution Agreed – 2 hours Ticket Closed – 3 hours Minor Component Failures – 30 minutes Minor Component Failures – 30 minutes Minor Component Failures – 30 minutes System Down – 15 minutes System Down – 30 minutes System Down – 30 minutes Defect/Fault Identified – 3 hours Level 2 Major Component Failures – 15 minutes Major Component Failures – 1 hour Major Component Failures – 1 hour Solution Agreed – 4 hours Ticket Closed – 5 hours Minor Component Failures – 30 minutes Minor Component Failures – 1 hour Minor Component Failures – 1 hour Level 3 System Down – 2 hours System Down – 4 hours System Down – Next Business Day Defect/Fault Identified – 2 Business Days Solution Agreed – 4 Business Days Major Component Failures – 2 hours Major Component Failures – 4 hours Major Component Failures – Next Business Day Ticket Closed – 5 Business Days Minor Component Failures – 4 hours Minor Component Failures – Next Business Day Minor Component Failures – Next Business Day System Down – 2 hours System Down – Next Business Day System Down – Next Business Day Defect/Fault Identified – 3 Business Days Level 4 Major Component Failures – 2 hours Major Component Failures – Next Business Day Major Component Failures – Next Business Day Solution Agreed – 5 Business Days Ticket Closed – Mutually agreed upon date Minor Component Failures – 4 hours Minor Component Failures – Next Business Day Minor Component Failures – Next Business Day Level 5 Reserved for Reserved for problems Reserved for problems that can that can only be problems that can State and Contractor only be addressed addressed through only be addr...
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Related to Response Time and Resolution Time Service Levels

  • Supplemental JBoss Software Conditions Software Access and Software Maintenance for Supplemental JBoss Software is intended and available for Development Purposes only and for up to 25 users for each 16 Core Band Subscription of Red Hat JBoss Middleware Software that you purchased. If you deploy or use the Supplemental JBoss Software for Production Purposes or for more than 25 users, you agree to purchase the appropriate Software Subscriptions for each Unit that you deploy or use. Red Hat’s Open Source Assurance Program applies only to the Red Hat JBoss Middleware Software Subscription that you purchased (such as Red Hat JBoss Enterprise Application Platform in the example above) and does not apply to Supplemental JBoss Software. JBoss xPaaS Subscriptions (defined below) are not considered Supplemental JBoss Software. Each installation and use of JBoss xPaaS Subscriptions Software for either Development Purposes or Production Purposes is a Unit and requires a paid Software Subscription.

  • Conversion of Live Telephone Exchange Service to Analog 2W Loops The following coordination procedures shall apply to “live” cutovers of VERIZON Customers who are converting their Telephone Exchange Services to SPRINT Telephone Exchange Services provisioned over Analog 2W unbundled Local Loops (“Analog 2W Loops”) to be provided by VERIZON to SPRINT.

  • Shipping must be Freight On Board Destination to the delivery location designated on the Customer purchase order The Contractor will retain title and control of all goods until delivery is completed and the Customer has accepted the delivery. All risk of transportation and all related charges are the responsibility of the Contractor. The Customer will notify the Contractor and H-GAC promptly of any damaged goods and will assist the Contractor in arranging for inspection. The Contractor must file all claims for visible or concealed damage. Unless otherwise stated in the Agreement, deliveries must consist only of new and unused merchandise.

  • Connecting Transmission Owner’s Scope of Work and Responsibilities The Connecting Transmission Owner will design, construct, own, operate and maintain all Connecting Transmission Owner’s Interconnection Facilities, except as otherwise stated above and in the Project Specific Specifications. The Connecting Transmission Owner will complete all engineering reviews, field verifications and witness testing, etc. in accordance with the ESBs and the Project Specific Specifications. Connecting Transmission Owner shall provide the revenue metering CT/PT units and meter socket enclosure. The Connecting Transmission Owner shall:  provide, run, and wire both ends of the color-coded cable for the revenue metering instrument transformer secondary wiring;  perform all terminations; and  supply and install the meter. The revenue meter may require a communications link to the RTU. The Connecting Transmission Owner will specify and run those communications cables. The Connecting Transmission Owner shall complete all wiring, testing and commissioning of the RTU.

  • Service Specification The Parties have agreed upon the scope and specification of the Services provided under this Service Agreement in the Service Specification.

  • Purchase Order Flip via Ariba Network (AN) The online process allows suppliers to submit invoices via the AN for catalog and non- catalog goods and services. Contractors have the ability to create an invoice directly from their Inbox in their AN account by simply “flipping” the purchase order into an invoice. This option does not require any special software or technical capabilities. For the purposes of this section, the Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider of MFMP the right and license to use, reproduce, transmit, distribute, and publicly display within the system the information outlined above. In addition, the Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider the right and license to reproduce and display within the system the Contractor’s trademarks, system marks, logos, trade dress, or other branding designation that identifies the products made available by the Contractor under the Contract.

  • Authorized User’s Statement of Work A competitive Mini-Bid is required for every transaction under this Centralized Contract. An Authorized User must prepare a detailed Statement of Work using Appendix F, Attachment 1, Mini-Bid Template. The Authorized User must distribute the Mini-Bid to all qualified Vendors per Lot(s) (unless a Vendor has removed itself from consideration via the Appendix F, Attachment 5, Mini-Bid Participation Interest Template). Contact information, organized by Lot, will be available on the OGS website for this Contract. An Authorized User shall conduct its Mini-Bid in accordance with the requirements set forth in Appendix F, Attachment 2, How to Use this Contract. The following terms and conditions shall apply to each Mini-Bid issued by an Authorized User:  An Authorized User may require the execution of unique forms, such as Confidentiality Non- Disclosure agreements; and  An Authorized User is required to make tentative award and non-award notifications to each Contractor who submitted a response to the Mini-Bid. Additionally, the minimum time, excluding the date of release, between issuance of the Mini-Bid by the Authorized User to the Mini-Bid Opening is as follows:  Xxx 0 Xxxx-Xxxx: Xxxx (0) Xxxxxxxx Xxxx  Xxx 0 Mini-Bids: Ten (10) Business Days

  • Minimum Customer Support Requirements for TIPS Sales Vendor shall provide timely and commercially reasonable support for TIPS Sales or as agreed to in the applicable Supplemental Agreement.

  • We provide Message Boards for the use of Our Website users The Message Boards may not be used to promote Websites or any commercial or business activity. We are not responsible for any of the opinions expressed in the Message Boards. By posting a message to the message board You agree to take full legal responsibility and liability for your comments, including for offensive or defamatory statements. Feedback: Feedback is provided for the purpose of facilitating trading by You on Our Website. Feedback provided on other parties must not contain offensive, defamatory, retaliatory or inappropriate language or content. We may remove any feedback that is considered to be offensive, defamatory, retaliatory or inappropriate. You may only give feedback that relates to a specific transaction. You must not post feedback on a transaction that does not relate to that specific transaction. You must not post feedback about Yourself or include any contact details or Personal Information in Your feedback.

  • Escrow Format Specification 3.1. Deposit’s Format. Registry objects, such as domains, contacts, name servers, registrars, etc. will be compiled into a file constructed as described in draft-xxxxx-xxxxxxx-registry-data-escrow, see Part A, Section 9, reference 1 of this Specification and draft-xxxxx-xxxxxxx-dnrd-objects-mapping, see Part A, Section 9, reference 2 of this Specification (collectively, the “DNDE Specification”). The DNDE Specification describes some elements as optional; Registry Operator will include those elements in the Deposits if they are available. If not already an RFC, Registry Operator will use the most recent draft version of the DNDE Specification available at the Effective Date. Registry Operator may at its election use newer versions of the DNDE Specification after the Effective Date. Once the DNDE Specification is published as an RFC, Registry Operator will implement that version of the DNDE Specification, no later than one hundred eighty (180) calendar days after. UTF-8 character encoding will be used.

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