Severity Levels and Response Times Sample Clauses

Severity Levels and Response Times. For any issue reported or Support request made to Mercatus during the Term of this Agreement, Mercatus will make commercially reasonable efforts to provide an initial response, replicate the issue and resolve such issue or provide support for the request in a timely manner. Each Support request is assigned a priority based on the severity of the support request. The severity is determined by: • Users ability to use the software to execute the intended business function; • The extent to which the User is unable to perform that function; • The impact on the business of not being able to perform that function as well as the standard use of the function as designed by Mercatus. Support request priorities are: • Critical: Production services down or major malfunction resulting in a product inoperative condition. Users are unable to reasonably perform their normal functions. • High: Critical loss of platform functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The platform is usable but severely limited. • Medium: Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation/not impacting production. • Low: Minor loss of application functionality, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions.
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Severity Levels and Response Times. The following are a description of the service levels and the service level response times:
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Severity Levels and Response Times. Flexera will reasonably prioritize support requests from Customer according to the severity levels set forth in the table below. Flexera will endeavor to provide a response to Customer’s request for technical support assistance per the applicable severity level, which will be measured from assignment of a case number (the “Initial Response”). As used herein, Initial Response will mean Flexera’s confirming receipt of an error from Customer verifying the details of such error, and delivering to Customer, if applicable, (a) a list of additional information reasonably required by Flexera, and (b) a description of the assistance reasonably required by Flexera from Customer to assist in the evaluation of the report and diagnosis of the error or symptoms. An “Action Plan” is the initial diagnosis by Flexera of the errors or symptoms and identification of the schedule that Flexera expects to work towards in pursuit of resolving the identified problem. For clarity, Flexera does not commit to resolving every error; Flexera will determine in its sole discretion whether to provide a resolution to the issue or a temporary workaround for the issue as it deems appropriate. Severity Level Severity Level Definition Initial Response Updates on Status 1 – Critical Production use of the SaaS is stopped or so severely impacted that authorized end users cannot reasonably use it. Flexera will work continuously to resolve the support request until the support request is closed. 0.5 Support Hours Once every eight (8) Support Hours until Action Plan is established 2 – High Major SaaS documented features are unavailable with no workaround. Use of the SaaS can continue; however, productivity is significantly decreased. Flexera will work continuously to resolve the support request until the support request is closed. Two (2) Support Hours Once every eight (8) Support Hours until Action Plan is established 3 – Medium Major SaaS documented features are unavailable, but a workaround is available, or less significant SaaS documented features are unavailable with no reasonable workaround. Eight (8) Support Hours Once every forty (40) Support Hours until Action Plan is established 4 – Low User requests information about the SaaS or an enhancement to the existing SaaS specifications. Use of the SaaS is available without being materially and adversely impeded. Forty (40) Support Hours Once every forty (40) Support Hours until Action Plan is established
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Severity Levels and Response Times. For any issue reported or Support request made to Mercatus during the Term of this Agreement, Mercatus will make commercially reasonable efforts to provide an initial response, replicate the issue and resolve such issue and resolve such issue or provide support for the request in a timely manner. Each Support request is assigned a priority based on the severity of the support request. The severity is determinedby: • Users ability to use the software to execute the intended business function; • The extent to which the User is unable to perform that function; • The impact on the business of not being able to perform that function as well as the standard use of the function as designed by Mercatus. Support request priorities are:
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Severity Levels and Response Times. Sev Level Condition Initial Follow-up* Update Frequency 1 Critical: A critical SAS NC HealthConnex production system is down or does not function at all, and there is no circumvention or workaround for the problem; a significant number of users are affected, and a production business system is inoperable. 30 minutes Every day 2 High Severity: A component of SAS NC HealthConnex is not performing, creating a significant operational impact. There is no circumvention/workaround for the problem. 1 hour Every 2 business days** Note: All Severity 1 and 2 issues occurring outside 8 am to 8 pm ET must be submitted via phone to guarantee response times listed. 3 Medium Severity: A component of SAS NC HealthConnex is not performing as documented; there are unexpected results; a workaround is available; there is moderate operational impact. 2 hours*** Every 3 business days 4 Low Severity: No operational impact to NC HealthConnex 1 day*** As agreed upon * For problems that are assigned to a Technical Support consultant, initial follow-up is defined as the time between when the problem is initially reported and the specialist contacts the customer. For problems that require further research by the consultant who initially received the problem, initial follow-up is defined as the time between the initial contact with the consultant and a follow-up call. ** Follow-up as agreed upon by Customer Management and SAS Technical Support Management *** Does not include weekend or other non-business days Technical Support Communication Options Details: Email Support: Please send all email requests or issue communication to XXXXxxxxxx@xxx.xxx. ■ Your email will go directly to the SAS NC HealthConnex Technical Support Team, a new issue Track will be created, and a 10-digit Track number will be assigned/emailed to you. This 10-digit Track number is important and should be used in all on-going issue communication. ■ You can update an existing Track by sending the existing 10-digitTrack number in the subject line to XXXXxxxxxx@xxx.xxx or by replying to the new Track confirmation email you receive. All members of the SAS NC HealthConnex support team are immediately notified when a Track is raised in this manner, as is the Analyst who is currently assisting you. ■ Verify that any email SPAM software will not block our e-mail responses (from either XXXxxxxxxx@xxx.xxx or xxxxxxxxxxxxxxxx@xxx.xxx) ■ Please be detailed in your problem description by including the following information: • Ste...
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Severity Levels and Response Times. For all issues at each severity level, ThinKom shall respond as identified below.
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Severity Levels and Response Times. This section provides guidelines that the Relativity Support Team uses to assign a severity level to Client’s problem. Relativity will assign Severity Levels to issues as they are received, but reserves the right to reclassify the Severity Level at its reasonable discretion.
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Severity Levels and Response Times a. Problems reported by Customer or that otherwise come to SA’s attention will be logged by SA and assigned a severity level. Response time is the time between when SA is notified of the problem and when SA acknowledges the problem by assigning it a trouble ticket number. Customer shall notify SA at xxxxxxx@xxxxxxxxxx.xxx or 949-777-6959, ext. 2. The following tables describe the severity levels classification for problems and the expected response time for each problem severity level. SA will respond to problem callouts within the timeframes set forth immediately below: Severity Type Support Hours Response Time Restoration of Service Target Severity 1 – Critical There is the potential of a health, safety or security issue to occur or it has already occurred. This will have an operational or financial impact to the business. Potential for an operational or financial impact to the business A Business Critical, Tier 1 system, application or function is completely unavailable, severely corrupted or degraded for more than one authorized user. 24x365 15 Minutes 60 Minutes Severity 2 – Urgent A non-business critical system, application or function is unavailable, severely corrupted or severely or degraded for a more than one authorized user. 24x365 30 Minutes 2 Hours Severity 3 – Normal System performance is impaired, but there is no business or “customer” client impact for more than one authorized user. 24x365 8 Hours 24 Hours Severity 4 – Low A user level fault only affecting one authorized user but not affecting ability to perform business functions – (i.e., no business or “Customer” client impact) 24x365 24 Hours 3 Days System/Service Location CRITICAL Severity One URGENT Severity Two NORMAL Severity Three LOW Severity Four Notifications Every 30 minutes until problem is resolved or severity level is changed if agreed by both “Customer” & SecureAuth Every 1 hours until the problem is resolved or severity level is changed if agreed by both “Customer” & SecureAuth Every 4 hours until the problem is resolved or severity level is changed if agreed by both “Customer” & SecureAuth Every 24 hours until the problem is resolved or severity level is changed if agreed by both “Customer” & SecureAuth
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Severity Levels and Response Times. It is anticipated that problems detected with the Falcon system will be identified and communicated from Cendant. Each problem reported to the Falcon Software Support Staff will be given a severity level by appropriate Falcon Software Support Staff. The severity level is determined depending upon the nature of the problem, as described below. In the event that Cendant reasonably disputes any severity level assigned by the applicable Falcon Software Support Staff (and in the event that the dispute cannot be resolved immediately to Cendant's reasonable satisfaction and approval), the severity level shall be adjusted to a level that is acceptable to Cendant. The following Severity Level matrix has been established for problems reported to the Falcon Software Support Staff. Each problem, depending upon its nature, should be tagged by the support person receiving the call with one of the following severity levels. This information is to be recorded in the problem management system as identified by Top Producer and reasonably approved by Cendant. The level of severity will, in turn, have a maximum response time service level set for it as described in the following matrix. The response times are the times in which the Falcon Software Support Staff shall provide a verbal status report and an estimated time for resolution (ETR), with all steps identified to correct the problem to Cendant Management. Notwithstanding the foregoing, the Falcon Software Support Staff shall use commercially reasonable efforts to resolve any and all problems referred to the Falcon Software Support Staff in accordance with the cure periods set forth below. The Falcon Software Support Staff shall escalate problems to both Cendant and Top Producer management if the Falcon Software Support Staff believes that it will not be able to comply with the cure periods set forth below.
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Related to Severity Levels and Response Times

  • Staffing Levels To the extent legislative appropriations and PIN authorizations allow, safe staffing levels will be maintained in all institutions where employees have patient, client, inmate or student care responsibilities. In July of each year, the Secretary or Deputy Secretary of each agency will, upon request, meet with the Union, to hear the employees’ views regarding staffing levels. In August of each year, the Secretary or Deputy Secretary of Budget and Management will, upon request, meet with the Union to hear the employees’ views regarding the Governor’s budget request.

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

  • 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.

  • Service Specification The Parties have agreed upon the scope and specification of the Services provided under this Service Agreement in the Service Specification.

  • Measuring EPP parameters Every 5 minutes, EPP probes will select one “IP address” of the EPP servers of the TLD being monitored and make an “EPP test”; every time they should alternate between the 3 different types of commands and between the commands inside each category. If an “EPP test” result is undefined/unanswered, the EPP service will be considered as unavailable from that probe until it is time to make a new test.

  • Registry Performance Specifications Registry Performance Specifications for operation of the TLD will be as set forth in Specification 10 attached hereto (“Specification 10”). Registry Operator shall comply with such Performance Specifications and, for a period of at least one (1) year, shall keep technical and operational records sufficient to evidence compliance with such specifications for each calendar year during the Term.

  • Target Population The Grantee shall ensure that diversion programs and services provided under this grant are designed to serve juvenile offenders who are at risk of commitment to Department.

  • Health plan specification The Employer will require health plans participating in the Group Insurance Program to develop and implement health promotion and health education programs for State employees and their dependents.

  • Critical Illness b. On payment of a Claim under Benefit I, the cover will cease in respect for that Insured Person.

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