Target Response Times. The below identifies the priority codes, target response times for incident resolution:
Target Response Times. Impact Priority Target Time for Initial Response Priority 1 – Critical Within 1 Support Hour Priority 2 -High Within 4 Support Hours Priority 3 - Medium Within 8 Support Hours Priority 4 - Low or Priority 5 - Non- urgent Within 2 Business Days SUPPORT EXCLUSIONS
Target Response Times. Sage will respond to a call for service from You based on the severity levels within the following time limits: Severity 1 2 Hours Severity 2 4 Hours Severity 3 24-48 Hours
Target Response Times. Securitize and/or its Affiliates will notify and respond to Issuer regarding a reported issue as soon as an issue is noted within the response times below: Service Level Target Response Times P1 2 Business Hours P2 4 Business Hours P3 Within 7 days
Target Response Times. 9.1 The Company agrees to use its best endeavours to meet the following Target Initial Response Times for problems which are allocated a Severity and escalated by the Customer in accordance with this SLA: Target Initial Response Time by Severity Severity Level Target Initial Response Time
Target Response Times. Target initial response time for a (A) Severity Level 1 issue is within two
Target Response Times. When Customer reports an Error or other problem or asks as question of Company Support, a ticket is opened with an associated severity. The severity definitions are listed below. Severity Level Response Goals – Backline Support (24x7) Response Goals – Development Support Business Hours 9:00 AM-9:00 PM ET Monday through Friday Americas and Asia-Pacific Business Hours 9:00 AM-9:00 PM ET Monday through Friday EMEA Business Hours 9:00 AM-9:00 PM GMT Monday through Friday
Target Response Times. LogRhythm shall respond to new Support Cases within the following period following LogRhythm receipt of the Support Case from Customer: 11x5 Standard Support Severity Time ITR (Hours) High 11x5 4 Medium 11x5 4 Low 11x5 4 24x7 Standard Support Severity Time ITR (Hours) High 24X7 4 Medium 11x5 4 Low 11x5 4 Ticket Severity: LogRhythm classifies tickets per the following categories: High – System is severely degraded such that a major component or feature is inaccessible or inoperable. Medium – A System component or feature is degraded. Low – System is functional with a minor defect or Customer has general question or is requesting configuration change information.
Target Response Times. LogRhythm shall respond to new Support Cases within the following period following LogRhythm receipt of the Support Case from Customer: 11x5 Standard Support Severity Time ITR (Hours) High 11x5 4 Medium 11x5 4 Low 11x5 4 24x7 Standard Support Severity Time ITR (Hours) High 24X7 4 Medium 11x5 4 Low 11x5 4
Target Response Times. Improve Digital agrees to provide the following service responses to questions or problems reported by the Customer to Improve Digital through e-mail (Zendesk): Request Level Definition Target Respons e Time Emergency o Wrong size ad in ad slot - large formats only (wallpapers/billboards) o Server issues causing 360 Platform to be inaccessible – this does not include username or password issues o Adult and illegal ads o Technical issues where the 360 Platform tag is breaking website pages o Suspected malware ads Max 2-4 business hours High o Issues with existing Deal IDs/PMPs o Unwanted ads (other than illegal ads) o Wrong size ad in ad slot - medium formats (rectangles, skyscrapers) o Large discrepancies of greater than 50% of total impressions Max 8 business hours Other o All other cases Max 2 business days Local support is available on normal Dutch business days (9:00-18:00 CET Monday to Friday). For emergency issues outside normal business hours a dedicated email address and phone number are available to escalate emergency issues to Improve Digital. The target response time for emergency issue requests outside normal business hours is 2-4 hours as stated above.
