Common use of Service Level Objective Clause in Contracts

Service Level Objective. A. Contractor shall strive to resolve all cases in a fast and efficient manner. 1) Non-critical Issues (Priority 2 and 3): Shall be acknowledged within one (1) business hour, Monday-Friday only, excluding holidays. Resolution will begin within 24 hours followed by on-going daily status updates until resolution is confirmed with the point of contact. 2) Critical Support Issues (Priority 1): Shall be acknowledged within one (1) business hour. Resolution will begin within four (4) business hours followed by ongoing daily status updates until the resolution is confirmed with the Point of Contact. After-hours requests for critical support shall be handled in the same manner. However, response shall start within four (4) hours of the call.

Service Level Objective. A. Contractor shall strive to resolve all cases in a fast and efficient manner. 1) Non-critical Issues (Priority 2 and 3): Shall issues will be acknowledged within one (1) 1 business hour, Monday-Friday only, excluding holidays. Resolution will begin within 24 hours followed by on-going daily status updates until resolution is confirmed with the point of contact. 2) Critical Support Issues issues (Priority 1): Shall ) will be acknowledged within one (1) 1 business hour. Resolution will begin within four (4) 4 business hours followed by ongoing daily status updates until the resolution is confirmed with the Point of Contact. After-hours requests for critical support shall will be handled in the same manner. However, response shall will start within four (4) 4 hours of the call.