Response Time Goals. Severity 1 (“Critical”) Severity 2 (“High”) Severity 3 (“Normal”) Standard and Professional Support 1 Hour 2 Hours 8 Hours Emergency Support1 Immediate Immediate Immediate 1 Note: Emergency Support is available in the event that the Bronto Marketing Platform (BMP) is not accessible or email is not sending as expected, for example, Customer is unable to access xxx.xxxxxx.xxx or other pages on the site, or scheduled messages not deploying in timely manner
Response Time Goals. Severity 1 (“S1”) Severity 2 (“S2”) Severity 3 (S3) Severity 4 (S4) Basic Support 2 hours 4 hours 2 Business Days Not Applicable Premium Support 1 hour 2 hours 8 hours 2 Business Days
Response Time Goals. Xxxxxxx agrees to use reasonable efforts to acknowledge software Defects promptly reported to Alchemy by Customer and to use reasonable efforts to provide Workarounds and Updates. Acknowledgements will be sent to Customer via the online support system, e-mail or phone. The following response time goals will be in effect:
Response Time Goals. Upland agrees to use commercially reasonable efforts to (i) acknowledge Defects reported to Upland by Customer on Upland’s problem reporting form (which, in the event of a Severity 1, such acknowledgement will occur within one business day of receipt of the notice of the Defect and categorization of the Defect as a Severity 1) and (ii) provide Workarounds. Acknowledgements will be sent to Customer via email. The following response time goals will be in effect:
Response Time Goals. Severity 1 Severity 2 Severity 3 Severity 4 Response Time 1 hour 2 hours 8 hours 2 Business Days
Response Time Goals. MomentFeed will make all commercially reasonable efforts to respond within the timeframes below during Normal Hours on Business Days.
Response Time Goals. Iternal agrees to use commercially reasonable efforts to (i) acknowledge Defects reported to Iternal by Customer on Iternal’s problem reporting form and (ii) provide Workarounds. Acknowledgements will be sent to Customer via email. The following response time goals will be in effect:
Response Time Goals. IT Services regards the student-access labs as a production environment. Top priority will be given to restoring service within two hours when a significant part of the lab is unable to support normal student activity as intended. Network availability will be maintained at approximately 98% availability of scheduled uptime. Problems with any lab workstations will be assigned a High priority, which is one to three working days. Escalation Procedures System-wide problems resulting in the lab being nonfunctional should be reported immediately to IT Services Help Desk by first- tier support. The Help Desk technicians will quickly determine which IT Services resources must be informed for quick response, and open a work order for ITS technical support. If the lab is not back in a production level within two hours, IT Services Student Resource Supervisor, or Library lab supervisor should promptly inform the IT Services Manager of Technical Support, or the Operations Manager or the Director of IT Services.
Response Time Goals. 3.1.1. IT Services will regard the Executive Classroom as a production environment. Top priority will be given to restoring service within two hours during business hours, when a significant part of the classroom is unable to support normal teaching activity as intended.
Response Time Goals. Professor Xxx or Xxxxxxxxx Xxxxxxxxx will notify IT Services when the Diamond server has become a production environment. Top priority will be given to restoring service quickly when the server is unable to support normal teaching activity as intended. Network availability will be maintained at approximately 98% availability of scheduled uptime.
