Service Level Guidelines Sample Clauses

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 xxxxx://xxxxxx.xxxxxx.xxx/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.
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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 nonfunctional and/or has unrecoverable service failure. Critical Business Impact. One hour or less from Company’s case creation (Web ticket or phone). 24x7x365 High The product is functional but with consistent issues or one product area is nonfunctional. Functionality is degraded. Some business impact. Four hours or less from Company’s case creation (Web ticket or phone). North America: 7am – 7pm (CST) LATAM: 7am – 7pm (CST) EMEA: 7am – 7pm (GMT) APAC: 7am – 7pm (SGT) Available Monday through Friday Medium The product is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact. Eight hours or less from Company’s case creation (Web ticket or phone). North America: 7am – 7pm (CST) LATAM: 7am – 7pm (CST) EMEA: 7am – 7pm (GMT) APAC: 7am – 7pm (SGT) Available Monday through Friday 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. 12 hours or less from Company’s case creation (Web ticket or phone). North America: 7am – 7pm (CST) LATAM: 7am – 7pm (CST) EMEA: 7am – 7pm (GMT) APAC: 7am – 7pm (SGT) Available Monday through Friday
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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.
Sample 1
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: Level 1 (urgent) 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. Level 2 (high) 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. Level 3 (medium) 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. Level 4 (low) 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 Overview SLA support levels SPLENDID DATA 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 th...
Sample 1
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.
Sample 1
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 (limited offering), Standard or Premium, as set forth at xxxxx://xxxxxx.xxxxxx.xxx/support/offerings/production/sla. (d) 4Richtlinien für Service-Level. Red Hat unternimmt wirtschaftlich vertretbare Bemühungen, um abhängig vom Red Hat Produkt Support für eine oder mehrere der folgenden Support-Level anzubieten: Self-Support (begrenztes Angebot), Standard oder Premium, siehe xxxxx://xxxxxx.xxxxxx.xxx/support/offerings/production/sla.
Sample 1
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
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Related to Service Level Guidelines

  • Service Level Standards In addition to all other requirements in this Agreement, and in accordance with the Best Claims Practices & Estimating Guidelines, Vendor shall use reasonable and good faith efforts to meet the Service Level Standards set forth below.

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • Performance Standards The Contractor agrees to perform all tasks and provide deliverables as set forth in the Contract. The Department and the Customer will be entitled at all times, upon request, to be advised as to the status of work being done by the Contractor and of the details thereof.

  • Service Level Credits If Verint does not meet the Uptime Percentage levels specified below, Customer will be entitled, upon written request, to a service level credit (“Service Level Credit”) to be calculated, with respect to the applicable Hosted Environment, as follows: • If Uptime Percentage is at least 99.95% of the month’s minutes, no Service Level Credits are provided; or • If Uptime Percentage is 99.75% to 99.94% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is 99.50% to 99.74% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 7.5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is less than 99.50% of the month’s minutes, Customer will be eligible for a credit of 10.0% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint. Customer shall only be eligible to request Service Level Credits if Customer notifies Verint in writing within thirty (30) days from the end of the month for which Service Level Credits are due. All claims will be verified against Verint’s system records. In the event after such notification Verint determines that Service Level Credits are not due, or that different Service Level Credits are due, Verint shall notify Customer in writing on that finding. With respect to any Services Level credits due under Orders placed directly by Customer on Verint, Service Level Credits will be applied to the next invoice following Customer’s request and Verint’s confirmation of available credits; with respect to any Service Level Credits due for SaaS Services under Orders placed on Verint by a Verint authorized reseller on Customer’s behalf, Service Level Credits will be issued by such reseller following Customer’s request and Verint’s confirmation of available credits and such Services Level Credits may only be used by Customer with respect to subsequent purchases of Verint offerings through that reseller. Service Level Credits shall be Customer’s sole and exclusive remedy in the event of any failure to meet the Service Levels. Verint will only provide records of system availability in response to Customer’s good faith claims.

  • CUSTOMER SERVICE FUNCTIONS The Servicer shall handle all Customer inquiries and other Customer service matters according to the same procedures it uses to service Customers with respect to its own charges.

  • Compliance Support Services Provide compliance policies and procedures related to services provided by BNY Mellon and, if mutually agreed, certain of the BNY Mellon Affiliates; summary procedures thereof; and periodic certification letters. · Such Compliance Support Services are administrative in nature and do not constitute, nor shall they be construed as constituting, legal advice or the provision of legal services for or on behalf of a Fund or any other person, and such services are subject to review and approval by the applicable Fund and by the Fund’s legal counsel. · Provide access to Fund records so as to permit the Fund or TRP to test the performance of BNY Mellon in providing the services under this Agreement. · Such Compliance Support Services performed by BNY Mellon under this Agreement shall be at the request and direction of the Fund and/or its chief compliance officer (the “Fund’s CCO”), as applicable. BNY Mellon disclaims liability to the Fund, and the Fund is solely responsible, for the selection, qualifications and performance of the Fund’s CCO and the adequacy and effectiveness of the Fund’s compliance program.

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