Service Level Guidelines Clause Samples
The Service Level Guidelines clause defines the expected standards and performance metrics that a service provider must meet when delivering services. Typically, this clause outlines specific benchmarks such as response times, uptime percentages, or resolution periods for issues, and may include procedures for monitoring and reporting performance. Its core practical function is to set clear, measurable expectations for service quality, thereby ensuring accountability and providing a basis for addressing underperformance.
Service Level Guidelines. Red Hat will use commercially reasonable efforts to provide Support at one or more of the following support levels, depending on the Red Hat Product: Self-support, Standard or Premium, as set forth at ▇▇▇▇▇://▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇/support/offerings/production/sla. After the initial response to a support request, Red Hat will provide status updates on the issue consistent with the update guidelines applicable to the Severity Level (which may be downgraded to a lower Severity Level during the course of resolving the support request) until the issue is resolved or the parties agree on an alternative update schedule.
Service Level Guidelines. SolarWinds Worldwide will use commercially reasonably efforts to adhere to the following targeted initial response times based on Company’s designated location and designation (whether written or oral) to SolarWinds at the time of the request: Designation Definition Targeted Initial Response Time System Down The product is non-functional and/or has an unrecoverable service failure. Critical Business Impact. 30 minutes or less from Company’s case creation (Web ticket or phone) during the following hours: North America: 7am – 7pm (CST) M- F. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend. High The product is functional but with consistent issues or one product area is nonfunctional. Functionality is degraded. Some business impact. 2 hours or less from Company’s case creation (Web ticket or phone) during the following hours: North America: 7am – 7pm (CST) M- F. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend. Medium The product is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact. 4 hours or less from Company’s case creation (Web ticket or phone) during the following hours: North America: 7am – 7pm (CST) M- F. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend. Low The product is functional with 12 hours or less from Company’s no apparent issues. Requests for case creation (Web ticket or phone) upgrade documentation, feature during the following hours: requests, technical information, North America: 7am – 7pm (CST) M- how to questions, product use F. questions. No business impact. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend.
Service Level Guidelines. End User can access the service desk of Splendid Data, contacting Splendid Data through the Online Support Manager, a web portal based service. In this way a new ticket can be issued. At the start of a subscription Splendid Data provides all the necessary information of how to work with the portal. The advantage of working with the Online Support Manager is that an End User has direct access to shared technical data, error messages and/or system information. By using this system, Splendid Data is able to reduce response times in case of urgencies. Splendid Data uses the following support levels related to the respective levels of urgencies: An issue (“crash”) that directly affects the continuation of work in a production environment, such as loss of production data and the nonafunctioning of the production environment. The situation is such that the End User cannot work with the application any longer due to the malfunctioning of the Postgres database. An issue with the environment in which the operation of the Postgres database in production environment is reduced severely. This situation has a large impact (on parts) of the business processes. In the production environment: A problem that has no critical impact on your work in a production environment. You can continue working with your application. In development: the problem is such that End User cannot work on development environment any longer or is not in a position to migrate a tested application into a production environment. A generic question, reporting a documentation error or a recommendation for future improvement or adjustment. There is generally a low to no negative impact on the work or on the functionality of the system. End User is able to continue his work Table 2.7 Coverage 7x24 Online Support Manager Access to online customer portal √ Access to updates and security errata √ Creating telephone ticket V (*) Create online ticket √ Number of Tickets online portal Unlimited Response times First reaction within: Outgoing response within: Level 1 (*) hour 1 1 hour or as agreed otherwise Level 2 (*) 2 hours 4 hours or as agreed otherwise Level 3 2 hours 4 hours during business hours or as agreed otherwise Level 4 4 hours during business hours 8 hours during business hours or as agreed otherwise (*) After the reception of a ticket with classification level 1 or 2, SPLENDID DATA will take the initiative within the initial response time to contact the customer by telephone.
Service Level Guidelines. SolarWinds Worldwide will use commercially reasonably efforts to adhere to the following targeted initial response times based on Company’s designated location and designation (whether written or oral) to SolarWinds at the time of the request: Designation Definition Targeted Initial Response Time System Down The product is non-functional and/or has an unrecoverable service failure. Critical Business Impact. 1 hour or less from Company’s case creation (Web ticket or phone). 24x5 Priority Routing. Weekend Support: Professional Support. High The product is functional but with consistent issues or one product area is nonfunctional. Functionality is degraded. Some business impact. 4 hours or less from Company’s case creation (Web ticket or phone) during the following hours: 24x5 Priority Routing. Weekend Support: Professional Support. Medium The product is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact. 8 hours or less from Company’s case creation (Web ticket or phone) during the following hours 24x5 Priority Routing. Weekend Support: Professional Support. Low The product is functional with no apparent issues. Requests for upgrade documentation, feature requests, technical information, how to questions, product use questions. No business impact. 24 hours or less from Company’s case creation (Web ticket or phone) during the following hours: 24x5 Priority Routing. Weekend Support: Professional Support
Service Level Guidelines. Support is available in one or more of the following support levels, depending on the Red Hat Product: Self-support, Standard or Premium as shown in the table below. Software Access and Software Maintenance are generally provided to you through a Red Hat-hosted delivery portal, such as Red Hat Customer Portal, Red Hat Update Infrastructure (“RHUI”) Red Hat Network (“RHN”) and/or Customer Support Portal (collectively, “Red Hat Portal”). For Premium Support: (1) in order to receive 24x7 coverage for Severity 1 and 2 issues, you must provide a dedicated point of contact who will be available until the issue is resolved; and (2) after the Initial Response, Red Hat will provide status updates on the issue until (i) the issue is resolved; (ii) the issue is downgraded to a lower Severity Level (in which case status updates will be provided in accordance with the update guidelines applicable the new Severity Level); (iii) the parties agree on an alternative update schedule.
Service Level Guidelines. NSB provides two levels of Service Level Guidelines. The initial Service Level Guidelines, defined in sections 3.1 and 3.2 below, are in effect during the period from when the issue has been assigned a Service Request number by Client reporting the issue and NSB begins analyzing the issue to identify whether the root cause of the issue is a product defect. Should NSB believe that the issue is not being caused by a product defect, then the guidelines provided for in section 3.1 below would continue to be in effect until the issue is resolved. In the event that NSB believes that the issue is being caused by a product defect, then the issue is passed to the NSB product support team to analyze and typically provide a resolution that involves a modifications to the Software. Once the issue is passed to the NSB product support team then the Service Level Guidelines as defined in section 3.2 below are in effect.