Response Times. (a) LogRhythm will respond to new support cases whether received via a telephone call or email within (i) four (4) Support Hours after receipt if received during a Business Day or (ii) by 12:00 p.m. Mountain Time the following Business Day if received after the end of a Business Day. LogRhythm will respond to new support cases via email or by directly contacting the applicable designated users. Response times for open support cases will vary depending on the specifics of the case and any Escalation required. If a response will require more than one business day to prepare, Customer will be notified and informed when a response can be expected.
Response Times. The response time generally begins on receipt of the customer’s report on the specified communication channel of Host Europe GmbH. The customer will be informed of the communication channels for the relevant product upon conclusion of a contract. Should these change, Host Europe GmbH will inform the customer of this in good time. Should the report not arrive at Host Europe GmbH in the correct channel, this may cause delays. The response times are only guaranteed if the report arrives at Host Europe GmbH via the specified communication channel. The response times are categorised as follows: • Response time for general enquiries • Response time for faults = Service can still be reached, but availability is limited • Response time for urgent faults = Service can no longer be reached The reports from customers are sorted into the above categories by the employees of Host Europe GmbH based on the customer’s description of the fault. Within the established response time, the customer receives a qualified statement by an employee of Host Europe GmbH. In the best case, a qualified statement already includes the closing of the transaction, but at least an initial assessment of the report and the information on the next steps. In the event of a fault or an urgent fault, the qualified statement also includes information on the expected duration and scale of the current fault. The guaranteed response times with regard to the product booked can be found in Annex A to this Service Level Agreement.
Response Times. Qubit bases its response times and the actions it takes to resolve problems on an assessment of the impact of the reported technical issue. The more serious the impact, the higher the assigned priority. For all support issues relating to Customer, Qubit will respond in accordance with Table 1: TABLE 1 Priority** Request Response Time Resolution Time*** P1 1 hour 4 hours P2 1 hour 8 hours P3 4 hours 72 hours P4 1 business day Next or a later major release **The Priority Levels are defined in Section II(2) below. ***”Resolution Time” is the maximum time within which Qubit will resolve(via Qubit’s normal support channels) to each support issue reported by Customer.
Response Times. As soon as Gurobi receives sufficient detail to isolate or reproduce an Error, Gurobi will assign it a case number and a priority level, and Gurobi staff will start an initial assessment. A response for the initial assessment will be given according to the Initial Response Target for that priority level. When the initial estimate is complete, Gurobi will give an estimated timeframe for resolution. Where Your Cloud License fees include Usage Fees paid to Gurobi for use of machines in the AWS EC2 platform, Gurobi will provide reimbursement for downtime and outages on the same terms and conditions as those provided by AWS, per the AWS EC2 platform service level agreement then in effect at the time of the outage or downtime. Similarly, reimbursements for downtime and outages on Azure machines will be provided on the same terms and conditions as those provided by Azure, per the Azure service level agreement in effect at the time of the outage or downtime. BUSINESS HOURS: 06:00 - 17:00 Pacific Time (US), Monday to Friday; closed on US public holidays.
Response Times. Xxxxxx Solutions shall be responsive and timely to technical support calls/inquires made by the Client. The Client will first make support inquires through their qualified system administrators to assure the policies and business practices of the Client are enforced prior to contacting Xxxxxx Solutions. The timeliness of the response is dependent upon the severity of the issue/support problem, as defined below: The severity* of the issue/support problem shall determine the average problem resolution response time in any calendar month of the contract as follows: *If the remote support tool is not installed or available all issues will fall into the general assistance and the severity levels are no longer applicable. Severity Level 1 shall be defined as urgent situations, when the Client’s production system is down and the Client is unable to use PbK, Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the Client places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the customer’s call within one (1) business hour. Xxxxxx Solutions shall resolve Severity Level 1 problems as quickly as possible, which on average should not exceed two (2) business days, unless otherwise authorized in writing by the Client. Severity Level 2 shall be defined as critical software system component(s) that has significant outages and/or failure precluding its successful operation, and possibly endangering the customer’s environment. PbK may operate but is severely restricted. Xxxxxx Solutions’ technical support staff shall accept the customer’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call within four (4) business hours. Xxxxxx Solutions shall resolve Severity Level 2 problems as quickly as possible, which on average should not exceed three (3) business days, unless otherwise authorized in writing by the customer. Severity Level 3 shall be defined as a minor problem that exists with PbK but the majority of the functions are still usable and some circumvention may be required to provide service. Xxxxxx Solutions’ technical support staff shall accept the Client’s call for assistance at the time the customer places the initial call; however, if such staff is not immediately available, Xxxxxx Solutions shall return the Client’s call on average no later than the ...
Response Times. Once Company has contacted Provider about an Incident, Provider will provide an acknowledgement of receipt within the applicable time frame specified below, in accordance with Company’s appropriate Support Services Level. Provider will be responsible for fixing reproducible bugs, testing fixes, and delivering appropriate patches to Company within commercially reasonable means. Bug fixes will be delivered to Company development team, unless Company notifies Provider otherwise. As used in this Article, a response means a qualified Provider engineer has been assigned to the Incident and has begun to work to resolve the Incident. PLATINUM LEVEL Severity Level Support Center Hours Acknowledge Receipt Time 1 24x7 1 clock hour 2 Standard Business Hours 2 Business Hours 3 Standard Business Hours 2 Business Hours GOLD LEVEL Severity Level Support Center Hours Acknowledge Receipt Time 1 Standard Business Hours 4 Business Hours 2 Standard Business Hours 4 Business Hours 3 Standard Business Hours 4 Business Hours The prescribed response times above may be extended by mutual agreement of both parties in writing on a per Incident basis.
Response Times. Based on the Customer’s classification of the incident, the Company shall use commercially reasonable efforts to respond to the Customer in the response time shown below, and provide an initial synopsis of the incident within the following timescales: Call Priority Platinum Support Plan Gold Support Plan Response Time Review Time Response Time Review Time Critical 4 business hours 8 business hours 8 business hours 16 business hours High 8 business hours 16 business hours 16 business hours 32 business hours Moderate 12 business hours 24 business hours 24 business hours 48 business hours 4. Support Hours Platinum Support Plan Gold Support Plan 24/7 24/5
Response Times. We use commercially reasonable efforts to meet the response times associated with the relevant Support Level. Access to Our websites for the provision of Support may be suspended for brief periods due to maintenance and other factors.
Response Times. 22.1. The Contractor will have a proven fault reporting and rectification service with defined contact numbers and procedures.
Response Times. 4.1 The following provides relevant details on technical service availability by toll-free telephone, support case system or email requests.
