Service Requests. Any requests by a Party to the other Party regarding the Services or any modification or alteration to the provision of the Services must be made by an Authorized Representative (it being understood that the receiving Party will not be obligated to agree to any modification or alteration requested thereby). Notwithstanding anything to the contrary hereunder, each Party may avail itself of the remedies set forth in Section 6.4 without fulfilling the notice requirements of this Section 2.3.
Service Requests. In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: 0-8 hours (during business hours) for issues classified as High priority. Within 48 hours for issues classified as Medium priority. Within 5 working days for issues classified as Low priority. Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Service Requests. After-Hours services are billed at overtime rates per the type of resource(s) used unless the Customer has opted for Elite services. In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: Remote Support Category Description SLA Response Emergency Entire Company Down 1 Hour Critical Department or Critical App Down (Multiple Users) 2 Hours Normal Single User Down or Affected 4 Hours IMAC Install, Move, Add, Change 3 Business Days (scheduled) On-Site Support² Category Description SLA Response Emergency Entire Company Down 2 Hours Critical Department or Critical App Down (Multiple Users) 4 Hours Normal Single User Affected Next Business Day IMAC Install, Move, Add, Change 5 Business Days (scheduled) ² On-Site Support SLA begins when an on-site intervention is deemed necessary.
Service Requests. A Service Request is defined as a request for information, advice, or for access to a service.
Service Requests. For Private Cloud Edition Services, Customers may request specific tasks related to the Computing Environment via the SAP Service Request Platform (“Service Request”). To the extent Service Requests are distinct from an Incident, SAP will address Service Requests during the following hours of operations: PRD 24x7 subject to Excluded Downtime
Service Requests. We offer twenty-four (24) hour response to emergency maintenance service requests. Call 911 in case of fire and other life- threatening situations. Emergencies are considered to be any situation, which places life or property in jeopardy and requires immediate attention. For after-hours emergencies, immediately call the after-hours phone number and explain the situation. Instructions will be provided to contact the proper service personnel. You agree to complete a written notification (a post/statement on Facebook or other social media sites is not considered a written notification) within a reasonable time of the immediate emergency notification. For non-emergency service requests, please call during posted Manager Office hours. You must also notify us promptly in writing (a post/statement on Facebook or other social media sites is not considered written notification) at the Manager’s address of any needed non-emergency repair or maintenance service (that is, one that does not pose a hazard to the health or safety of you or others).
Service Requests. In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: • 0-8 hours (during business hours) for issues classified as High priority. • Within 48 hours for issues classified as Medium priority. • Within 5 working days for issues classified as Low priority.
Service Requests. Services will be performed in accordance with a Service Request system, consisting of work orders established to capture the various types of costs incurred by Service Company. Costs will be charged to the appropriate service requests, which will then be the basis for the billing of costs to Client Companies.
Service Requests. Service requests are new requests that will take less than 8 hours to accomplish. For new requests that require additional time, CentralSquare will prioritize these requests, and determine if extra time is needed to order equipment or software.
Service Requests. All support tickets arrive into the support queue with status New. They are then to be triaged during the Service Scope hours at the discretion of the next available Support Analyst.
