Service Expectations. The types of services, and the level expected are defined in the Health and Security Department Manual Part 2 and other documents describing the services to be provided. They are to be communicated to the employees covered by this agreement as well as the customer representatives in the schools and departments to assure common understanding of expectations.
Service Expectations. The following support severities are used for classifying the Customer’s incidents. These classifications ensure consistent treatment of incidents handled by Software AG Global Support. Software AG Global Support will determine the appropriate severity level according to the following table: Severity Level Crisis Critical Standard Definitions Customer’s problem has a severe business impact, e.g. production down. Customer is unable to use the Cloud Services, resulting in a major impact on Customer’s operations. Work cannot reasonably continue. Customer’s problem has a significant business impact; however, operations can continue in a restricted fashion. The Cloud Services are usable but severely limited. There is no acceptable workaround available. Customer is experiencing a significant loss of service. Customer’s problem has some business impact. The Cloud Services are usable and cause only minor inconvenience. It may be a minor Error, documentation Error, or incorrect operation of the Cloud Services, which does not significantly impede the operation of the Cloud Services. ReactionTime 1 Hour: call-back or electronic reply. 4 Business Hours: call-back or electronic reply. 1 Business Day: call-back or electronic reply. Reporting (timeframe) Daily reporting (unless otherwise agreed with Software AG Global Support on a case-by-case basis). As agreed between Software AG Global Support and Customer on a case-by-case basis. As agreed between Software AG Global Support and Customer on a case-by-case basis. Reaction Measure Customer is provided with a timeline for Error Correction. Customer is provided with a timeline for Error Correction. • Information about publication date of the Cloud Services release that will solve the issue • Indication that changes/ enhancements are being handled in accordance with Software AG's strategy.
Service Expectations. 1.1. All services will be practiced within the Wraparound philosophy and the Integrated Core Practice Model (ICPM).
Service Expectations. The types of services, and the level expected are defined in Cleaning Cycle Territory Reports, Task Lists, preventative maintenance requirements, and other documents describing the services to be provided. They are to be communicated to the employees covered by this agreement as well as the customer representatives in the schools and departments to assure common understanding of expectations.
Service Expectations. The following support severities are used for classifying the Customer’s incidents. These classifications ensure consistent treatment of incidents handled by Software AG Global Support. Software AG Global Support will determine the appropriate severity level according to the following table: Severity Level Crisis Critical Standard Definition Customer’s problem has a severe business impact, e.g. production down. Customer is unable to use the Cloud Services, resulting in a major impact on Customer’s operations. Work cannot reasonably continue. Customer’s problem has a significant business impact; however, operations can continue in a restricted fashion. The Cloud Services are usable but severely limited. There is no acceptable workaround available. Customer is experiencing a significant loss of service. Customer’s problem has some business impact. The Cloud Services are usable and cause only minor inconvenience. It may be a minor Error, documentation Error, or incorrect operation of the Cloud Services, which does not significantly impede the operation of the Cloud Services. ReactionTime 30 minutes: call-back or electronic reply 2 Hours: call-back or electronic reply 1 Day: call-back or electronic reply Prioritized Queuing Incidents are prioritized ahead of Standard Support incidents of the same severity level Software AG Management Assistance Process After 1 Day: Regional Director Support After 2 Days: Global Vice President Support After 3 Days: Global Senior Vice President Support After 5 Days: Chief Operating Officer After 5 Business Days: Regional Director Support After 7 Business Days: Global Vice President Support After 9 Business Days: Global Senior Vice President Support After 11 Business Days: Chief Operating Officer None Reporting (timeframe) As agreed between Software AG Global Support and Customer Daily or as agreed between Software AG Global Support and Customer As agreed with Software AG Global Support and Customer on a case-by- case basis Reaction Measure Resolution plan provided within first four (4) hours after receipt of Crisis incident to include - in Supplier's sole discretion - EITHER : (i) a definition of the intended solution to the problem, OR (ii) a definition of a work-around while Supplier develops or defines a solution, OR (iii) a documented action plan that will include: - current status of the resolution - target timeline for next feedback - responsible Supplier resource(s) - Customer obligations (e.g., provisioning of log files,...
Service Expectations. Contractor shall provide services as set forth in Exhibit A and B.
Service Expectations. Customers can expect approximately 95% service availability measured over the time period of a year, excluding anticipated outages and downtime performed during maintenance periods. Service availability will be measured using Nagios Or equivalent service monitoring and records will be retained for a year. Overall system performance statistics will be monitored and graphed for a period of one year. Service availability reports are available periodically by written request to the Director of Systems. Penalties: No penalty for missing this availability expectation will be enforced at this time. This service expectation should be used for planning purposes only.
Service Expectations. The types of services, and the level expected are defined in the NSD Operations Manual and other documents describing the services to be provided. They are to be communicated to the employees covered by this agreement as well as the customer representatives in the schools to assure common understanding of expectations.
Service Expectations. The consensus of the City and the Department is that the residents of the City of Mt. Shasta and the Mt. Shasta Fire Protection District shall be provided with the services of an all-risk fire department. Therefore, the combined staff of the two entities, known as Mt. Shasta Fire, shall respond to all dispatched emergency calls as safely as possible and to the best of their staffing abilities.
Service Expectations. The information below provides customer service expectations for the various transactions performed by our HR Department. These measurements of service are required by every team member. Our customers can expect to receive timely responses, notifications and results based on the levels listed below. It is our mission to be available, accessible and responsive. The HR Department strives to be a trusted partner with the Xxxxxx community. *These service expectations are meant to monitor the more critical elements of the services provided and are not meant to reflect the comprehensive services offered by the HR Department. The processes reflected below are not listed in any order of priority. Process Service Expectation Human Resources Phone Calls Voicemail Messages Emails Phone calls, voicemail messages and emails received on a standard business day will be returned within one business day upon receipt. This response will either be an acknowledgment of receipt with an anticipate time- frame to address the subject or the response to the initial inquiry. Walk-Ins Employees who need immediate assistance will be attended to on a first-come, first-serve basis as they arrive. It is our mission to be available, accessible and responsive and to consistently follow-up. Talent Acquisition Job Postings After receiving a request to post a position, the draft of the job posting will be sent to the hiring manager within one business day upon receipt. Once approved by the hiring manager, jobs will be posted within one business day upon notification of approval. Resume Reviews Submitted resumes are reviewed upon the request of the hiring manager. Potential candidates are sent to the hiring manager as discussed and agreed upon. HR Pre-Screen Phone Interviews Upon request of the hiring manager, HR may assist with initial phone screen interviews. Candidates selected for a phone screen interview are contacted within two business day of receiving notification. The candidate will be contacted by a phone call and/or email to schedule the interview. Evaluations of Pre- Screen Interviews Evaluations are submitted to the hiring manager immediately following the pre-screen interview or as agreed upon by the hiring manager. Onsite or Phone Interviews Upon request from the hiring manager, potential candidates selected for onsite or phone interviews are contacted within two business days of receiving notification. The candidate will be contacted by a phone call and email to schedule the i...
