Service Coverages and Response Times. Satellite Vendor shall have no obligation to provide any enhanced service coverage, except by mutual written agreement of both parties (including payment to Satellite Vendor of an additional, agreed upon charge) beyond Continuous Service Coverage (24 hours per day, 365 days per year), as described herein. After authorization of field service dispatch, Satellite Vendor will dispatch a customer service representative (“CSR”) to be onsite at County’s premises, in accordance with the maintenance response time table given below (measured from the time of authorization by Satellite Vendor). MAINTENANCE RESPONSE TIME TABLE DISTANCE FROM SERVICE OFFICE RESPONSE TIME 0 - 50 miles 51 - 100 miles 101 - 150 miles 151 - 200 miles Over 200 miles 4 hours 5 hours 6 hours 10 hours 24 hours Response times will be met for at least 90% of all customer service calls placed in a given calendar month.
Service Coverages and Response Times. Satellite Vendor shall have no obligation to provide any enhanced service coverage, except by mutual written agreement of both parties (including payment to Satellite Vendor of an additional, agreed upon charge) beyond Continuous Service Coverage (24 hours per day, 365 days per year), as described herein. County of Orange Health Care Agency D-5 MA-042-1201042115011466 After authorization of field service dispatch, Satellite Vendor will dispatch a customer service representative (“CSR”) to be onsite at County’s premises, in accordance with the maintenance response time table given below (measured from the time of authorization by Satellite Vendor). Maintenance Response Time Table Distance From Service Office Response Time 0 - 50 miles 51 - 100 miles 101 - 150 miles 151 - 200 miles Over 200 miles 4 hours 5 hours 6 hours 10 hours 24 hours Response times will be met for at least 90% of all customer service calls placed in a given calendar month.
