Service Level Agreement Categories Sample Clauses

Service Level Agreement Categories. Any fault reported to the Supplier or found by the Supplier shall be classified as follows: Category Definition SLA Target A Malfunction is one which renders the product inoperable such that a critical business or operational function cannot be met. The Supplier’s target shall be to correct such malfunctions or provide an "alternative solution" within 8 Support Hours from notification, during which time the Supplier will provide the Customer with an update on progress at such intervals as are agreed when the malfunction is notified. C Malfunction is one where a function of the product operates other than in accordance with the documentation. The Supplier’s target shall be to correct such malfunctions within 120 Support Days from notification, or at its discretion in a future Maintenance Release. D Malfunction is any other fault with the product of a minor or cosmetic nature. The Supplier’s target shall be to correct such software issues in a future Maintenance Release.
Sample 1
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Related to Service Level Agreement Categories

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  • Miscellaneous The Vendor acknowledges and agrees that continued participation in TIPS is subject to TIPS sole discretion and that any Vendor may be removed from the participation in the Program at any time with or without cause. Nothing in the Agreement or in any other communication between TIPS and the Vendor may be construed as a guarantee that TIPS or TIPS Members will submit any orders at any time. TIPS reserves the right to request additional proposals for items or services already on Agreement at any time.

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  • Governing Law This Agreement shall be governed by and construed in accordance with the laws of the State of New York.

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