Common use of Support Response Time Service Level Clause in Contracts

Support Response Time Service Level. “Response Time” shall be measured from the time when Vendor receives the Support Request until the time Vendor has Responded to the Support Request. “Respond” means that Vendor has engaged on the Support Request; is working continuously to diagnose the corresponding Errors, formulate a plan to address any such Errors, and execute that plan; and has notified the State of Iowa user originating the Support Request that such support has begun, in the manner requested by the user originating the Support Request (e.g., e-mail, phone) or, if a specific means of communication is not requested, using direct interactive (person to person) method of communication to achieve contact with such user (e.g., no email or automated voicemail). [**Service level credits should be converted to a dollar amount prior to the execution of the Agreement.**] Support Request Classification Service Level Metric (Response Time) Service Level Credits Critical 100% (15) minutes 0.5% of monthly Application Service fees for the initial service level failure and .05% of monthly Application Service fees for each additional fifteen (15) minute increment that begins after the initial service level failure [**Provide example using specific dollar amounts applicable to the contemplated transaction. For example (assuming total monthly Application Service fees are $1,000) the State of Iowa issues Vendor a Critical Support Request at 3:00 p.m. Vendor responds that same day forty-six (46) minutes later. The State of Iowa is entitled to a $6 Service Level Credit. $1,000 * .005 = $5.00 for the initial service level failure, and $1,000 * .0005 = $0.50 for each of the, in this case two (2), subsequent service level failures: $5.00 + $0.50 + $0.50 = $6.00.**] High 100% (30) minutes 0.1% of monthly Application Service fees for the initial service level failure and 0.01% of monthly Application Service fees for each additional fifteen (15) minute increment that begins after the initial service level failure [** Provide example using specific dollar amounts applicable to the contemplated transaction. See preceding example.**]