Service Level Response. MP agrees to provide the following service levels in response to problems with or improvements to the Affiliated MP Site. o For material functions of software that are or have become substantially inoperable, MP will provided a bug fix or workaround within two (2) business days after the first report of such error. o For functions of the software that are impaired or otherwise fail to operate in accordance with agreed upon specifications, MP will provide a bug fix or workaround within three (3) business days after the first report of such error. o For errors disabling only certain non-essential functions, MP will provide a bug fix or workaround within sixty (60) days after the first report of such error.
Service Level Response. InfoSpace agrees to use commercially reasonable efforts to provide the following service levels in response to problems with or improvements to the AOL White Pages: . For material functions of the AOL White Pages that are or have become substantially inoperable (e.g., inability to access website or conduct transactions), InfoSpace will provide a bug fix or workaround within four (4) hours after the first report of such error to InfoSpace. . For functions of the AOL White Pages that are impaired or otherwise fail to operate in accordance with agreed upon specifications (e.g., search engine), InfoSpace will provide a bug fix or workaround within twenty-four (24) hours after the first report of such error to InfoSpace. . For errors disabling only certain non-essential functions (e.g., particular broken links or noncritical applications), InfoSpace will provide a bug fix or workaround within fourteen (14) days after the first report of such error to InfoSpace. . For all other errors, InfoSpace will address these requests on a case- by-case basis as soon as reasonably feasible.
Service Level Response. MERCHANT agrees to use commercially reasonable efforts to address material technical problems (over which MERCHANT exercises control) affecting use by AOL Users of the Merchant Site (a "MERCHANT Technical Problem") promptly following notice thereof. In the event that AOL has received substantial AOL Member complaints regarding a MERCHANT Technical Problem based on MERCHANT's failure to satisfy a site operating standard specified in this Agreement (and MERCHANT is unable to promptly resolve such MERCHANT Technical Problem following notice thereof), AOL will have the right to regulate the promotions it provides to MERCHANT hereunder until such time as MERCHANT corrects the MERCHANT Technical Problem at issue).
Service Level Response. Phone: For calls placed by telephone, the Help Desk has a phone queuing system that greets the caller, and informs them where they are in the queue, including the number of callers before them. Call abandonment rate and to voicemail shall be below 5%. If calls are placed during manned hours, Help Desk will make every effort to answer promptly calls placed in the queue. There are times when the Help Desk technician is either on the phone or busy with other tasks. If calls roll over to voicemail, please leave a message. Voicemail: For voicemails left on the Xxxxxxxx Helpdesk line, the following shall apply: Respond to voicemails left during manned hours by the end of business. Respond to voicemails left during unmanned hours during the best contact time as indicated by the caller or within the first 4 hours of the next manned shift. Email: For emails sent to the Xxxxxxxx Help Desk, the following shall apply: Respond to emails left during manned hours by the end of business. Respond to emails left during unmanned hours within the first 4 hours of the next manned shift. General Metrics: First contact resolution rate shall be 95% or better. Customer survey satisfaction rate shall be 90% or better.
Service Level Response. ICP agrees to use commercially reasonable efforts to provide the following service levels in response to problems with or improvements to the ICP Internet Site: -For material functions of software that are or have become substantially inoperable (e.g., inability to access website or conduct transactions), ICP will provide a bug fix or workaround within four (4) hours after the first report of such error to AOL and the ICP. -For functions of the software that are impaired or otherwise fail to operate in accordance with agreed upon specifications (e.g., search engine), ICP will provide a bug fix or workaround within twenty-four (24) hours after the first report of such error to AOL and the ICP. -For errors disabling only certain non-essential functions (e.g., broken links or noncritical applications), ICP will provide a bug fix or workaround within fourteen (14) days after the first report of such error to AOL and the ICP. -For all other errors, ICP will address these requests on a case-by-case basis as soon as reasonably feasible.
Service Level Response. Company agrees to use commercial best efforts to ---------------------- provide the following service levels in response to problems with or improvements to the PMR Service and the AOL PMR Service:
Service Level Response. If calls are placed during normal business hours, the Help Desk will make every effort to answer. There are times when the Help Desk technicians are already on a call, in that case please leave a message and someone will return your call promptly in the order it was received Phone and Voicemail: Calls to or voicemails left on the Racine County Helpdesk line, the following shall apply: • Promptly answer phone calls to help desk • Respond to voicemails left during business hours within one business hour. • Respond to voicemails left during non-business hours the during the best contact time as indicated by the caller or within the first 2 hours of the next business day shift. Email: For emails sent to the Racine County Help Desk, the following shall apply: • Respond to emails left during normal business hours within the service level agreement shown above. • Respond to emails left during non-business hours within the service level agreement shown above. Please note: Password issues cannot be resolved via chat or email. A phone call to the Help Desk is required. SLA Review and Compliance Procedures
Service Level Response. 2.2.1 Service Level 1 Response: Xxxxx shall provide an initial response to Service Xxxxx 0 Defects within one (1) Business Hour of receipt of the Documented Defect. Xxxxx shall use commercially reasonable efforts to resolve such Documented Defects or provide a Circumvention Procedure within one (1) Business Day.
Service Level Response. The parties incorporate herein by reference Section ---------------------- 2.14 of the Prior Agreement.
Service Level Response. ICP agrees to use commercially reasonable efforts to address material technical problems (over which ICP exercises control) affecting AOL Members (an "ICP Technical Problem") promptly following notice thereof. In the event that ICP is unable to promptly resolve an ICP Technical Problem following notice thereof from AOL (including, without limitation, infrastructure deficiencies producing user delays), AOL will have the right to regulate the promotions it provides hereunder until such time as ICP corrects the ICP Technical Problem at issue.
