Service Request Resolution Sample Clauses
Service Request Resolution. A Service Request occurs when the Client asks for a configuration change or a remote hands operation, such as a server reboot, which is not due to a fault or maintenance problem. Target times for resolving Service Requests are dependant on the nature of the request and will be agreed on a case-by-case basis.
Service Request Resolution. Licensor shall not be responsible for any Defects that are caused by Licensee’s or any third party equipment or third party software that is part of the Hosted Email Services and/or third party equipment or third party software residing in Licensee’s network. If the parties do not agree on whether a Defect is caused by such Licensee / third party software or equipment, the dispute shall be escalated to the applicable Escalation Contacts of each party for resolution in good faith. Notwithstanding the foregoing, Licensor will work with Licensee and third party vendors to resolve a suspected Defect in accordance with the terms of this Attachment C until it is demonstrated that such suspected Defect is not a result of the Binary Software.
Service Request Resolution. Service Request Resolution Time Performance measures the percentage of Service Requests that are completed within the pre-established targets for Service Requests. Time to Acknowledge Receipt Time to Respond < 30 minutes 100% NONE Priority Level 1 Time to Resolve < 1 business day 98.0% NONE Priority Level 2 Time to Resolve < 2 business days 98.0% NONE Priority Level 3 Time to Resolve < 3 business days 98.0% NONE Priority Level 4 Time to Resolve < 5 business days 98.0% NONE Formula Total Number of Service Requests resolved = Total number of Service Requests that have been resolved within pre- established resolution time targets during time period Total Number of Service Requests due = Total number of Service Requests that are due to be resolved during time period Total Number of Services Requests resolved divided by Total Number of Service Requests due multiplied by 100 Measurement Interval Measure Weekly For Incidents due to change — Measure every 4 weeks Reporting Period Report Monthly
Service Request Resolution. Service Request Resolution means that the Service Request has been completed and ▇▇▇▇▇▇ has communicated this to you by an update to the ▇▇▇▇▇▇ Support System by the Corporate Support Team in the ▇▇▇▇▇▇ Support System.