Severity and Service Levels for Support Sample Clauses

Severity and Service Levels for Support. The following table outlines the severity levels, response times, description of service incidents, criticality and how these response times are measured Item Measurement Description Criticality How Measured Sev 1 Response Times >95% of support calls will be responded to within 15 minutes Service outage to multiple users or sites which has major business impact. May relate to application, infrastructure, networks, or be security related. Critical Response time is when an engineer has been assigned a ticket – Service Reports A severity 1 call must be logged by phone to commit to these times. Sev 2 Response Times >95% of support calls will be responded to within 30 minutes Service disruption to multiple users with some business impact. A temporary workaround may be in place to reduce business impact. A severity 2 call must be logged by phone to commit to these times. Critical Response time is when an engineer has been assigned a ticket – Service Reports Sev 3 Response Times >95% of support calls will be responded to within 4 hours Failure to a single user with some business impact to the individual user. High Response time is when an engineer has been assigned a ticket – Service Reports Sev 4 Response Times >95% of support calls will be responded to within 8 hours A Service request for an individual user. This is the standard response time for Customer support calls. High Response time is when an engineer has been assigned a ticket – Service Reports Sev 5 Response Times No Service Level, response time, this is as agreed A Service Request for a group of users, or machines which needs to be scheduled at a time convenient to all parties. Medium Response time is when an engineer has been assigned a ticket – Service Reports
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Related to Severity and Service Levels for Support

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Specification and Service Levels The Specification sets out the Services that the Contractor has undertaken to provide. The Specification includes Service Levels setting out particular levels of service that the Contractor has undertaken to meet.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

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  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA):

  • Directory Assistance Service Updates 8.3.3.1 BellSouth shall update end user listings changes daily. These changes include:

  • Service Updates Our Services may automatica ly download and insta l updates to your computer system from time to time and you hereby permit and consent to same. Updates are genera ly developed to improve our Services, including by providing enhanced functionality, bug fixes, and new software.

  • Penalties for Non-compliance to Service Level Agreement Where the Supplier/Service Provider fails to deliver the Goods/Services within the agreed and accepted milestone timelines and provided that the cause of the delay was not due to a fault of Transnet, penalties shall be imposed at …………………………………………………… .

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

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