Target Resolution Times. 3.1. iRiS will use reasonable endeavour to resolve technical support failures within the following resolution times: Priority level Target resolution time Urgent 8 hours High 12 hours Medium 24 hours Low 120 hours 3.2. Certain technical support failures may require a bug fix or software patch which can only be processed during European business hours. NON-INTEGRATED ORDERING UP TO 10 OUTLETS PLA (PRICE FIXED FOR 1 YEAR) ATTACHMENT E to MASTER AGREEMENT “Property Level Agreement” Non-integrated Mobile Dining AGREEMENT REFERENCE: Reference is xxxxxx made to that certain Master Agreement (“Agreement”). dated as of April 1, 2016 (“Effective Date”), by and between, Marriott International Administrative Services, Inc., a Delaware corporation having its principal place of business at 00000 Xxxxxxxx Xxxx, Xxxxxxxx, Xxxxxxxx 00000, on behalf of itself and its Affiliates (“Marriott”), and IRIS SOFTWARE SYSTEMS LIMITED ("Vendor"), having its principal place of business at 000 Xxxxxxxx, Xxxxxxx, Xxxxxx, XX0X 0XX, Xxxxxx Xxxxxxx. Capitalized terms used herein without definition shall have the same definitions as those found in the Agreement. In the event of a conflict between the Agreement and this Property Level Agreement, the terms of the Agreement shall control and prevail.
Target Resolution Times. NetSuite will use the following timeframes as targets for resolution of these issues.
Target Resolution Times. 3.1. iRiS will use reasonable endeavour to resolve technical support failures within the following resolution times: Priority level Target resolution time Urgent 8 hours High 12 hours Medium 24 hours Low 120 hours
Target Resolution Times. NetSuite KK will use the following timeframes as targets for resolution of these issues.
Target Resolution Times. NetSuite KK will use the following timeframes as targets for resolution of these issues. Incident Priority Target Resolution for Fix S1 – Blocking 24 to 48 hours after NETSUITE determines that the issue requires a change in the Product. S2 – Urgent, No Workaround 60 days after NETSUITE determines that the issue requires a change in the Product. S3 – Important, Available 90 days after NETSUITE determines that the issue requires a change in the Product. S4 – Nuisance Timeframe is determined from Customer input and will most likely be greater than 90 days. S5 – Minor Timeframe is determined from customer input and will moist likely be greater than 90 days. For purposes of the foregoing, an incident shall be considered resolved if its Incident Priority Status is reduced to a lower tier as defined in this Section 2 above.
Target Resolution Times. EMIS shall use its reasonable endeavours to Resolve or Mitigate an Incident in accordance with the following service levels (measured in accordance with paragraph 5 of this Schedule 3): Severity Level Target for Resolution / Mitigation 1 Target to Resolve/Mitigate Incident within 8 Operational Hours Severity 1 Incidents to be managed in accordance with ISO20000 2 Target to Resolve/Mitigate Incident within 16 Operational Hours Severity 2 Incidents to be managed in accordance with ISO20000 3 Target to Resolve/Mitigate Incident within 48 Operational Hours Severity 3 Incidents to be managed in accordance with EMIS’s standard processes 4 Target to Resolve/Mitigate Incident within 144 Operational Hours Severity 4 Incidents to be managed in accordance with EMIS’s standard processes 5 No specified resolution/mitigation timeframe Severity 5 Incidents to be managed in accordance with EMIS’s standard processes
