Severity Level Response Time Commitments Sample Clauses

Severity Level Response Time Commitments. (Customer’s Response Time Classification is designated in the Customer Support Plan.) Severity Level Standard Response Time Severity 1* Within 4 hours from receipt of notification continuously Severity 2 Within 4 hours from receipt of notification Standard Business Day Severity 3 Within 8 hours from receipt of notification Standard Business Day Severity 4 Within 12 hours from receipt of notification Standard Business Day *Premier Response is an option that provides a 2-hour response time for severity 1 issues. Motorola’s Network Monitoring Operations (NMO) within the Motorola Solutions Support Center (SSC) provides real-time fault monitoring for radio communications networks on a continuous basis. NMO utilizes sophisticated tools for remote monitoring and event characterization of your communications networks. When an event is detected, NMO technologists acknowledge and assess the situation, and initiate a defined response. The terms and conditions of this Statement of Work (SOW) are an integral part of Motorola's Service Agreement or other applicable agreement to which it is attached and made a part thereof by this reference.