Common use of Service Requests Clause in Contracts

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. 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 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 Application 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 Support2 Category Description SLA Response Emergency Entire Company Down 2 Hours 1 Hour Critical Department or Critical App Application Down (Multiple Users) 4 Hours Normal Single User Down or 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.