Targeted Response Times Sample Clauses

Targeted Response Times. With respect to SunGard Public Sector’s Maintenance obligations, SunGard Public Sector will use diligent, commercially reasonable efforts to respond to Notifications from Customer relating to the Baseline Component Systems/Custom Modifications identified in Exhibit 1 of this Agreement in accordance with the following guidelines with the time period to be measured beginning with the first applicable SunGard Public Sector “Telephone Support” hour occurring after SunGard Public Sector’s receipt of the Notification: Priority Description Response Goal* Resolution Goal* Urgent 1 A support issue shall be considered Urgent when it produces a Total System Failure; meaning SunGard Public Sector’s Component Systems are not performing a process that has caused a complete work stoppage. SunGard Public Sector has a stated goal to respond within 60 minutes of the issue being reported and have a resolution plan within 24 hours. Although resolution times vary depending on the exact issue and customer environment, SunGard Public Sector has a stated goal to resolve an urgent issue within 24 hours OR provide a resolution plan with urgent issues within 24 hours of the issue being reported. A resolution plan details the steps necessary to understand and possibly resolve the issue. Critical 2 A support issue shall be considered Critical when a critical failure in operations occurs; meaning SunGard Public Sector’s Component Systems are not performing a critical process and prevents the continuation of basic operations. Critical problems do not have a workaround. This classification does not apply to intermittent problems. SunGard Public Sector has a stated goal to respond within two hours of the issue being reported. Non- Critical 3 A support issue shall be considered Non-Critical when a non critical failure in operations occurs; meaning SunGard Public Sector’s Component Systems are not performing non-critical processes, but the system is still usable for its intended purpose or there is a workaround. SunGard Public Sector has a stated goal to respond within four hours of the issue being reported. Minor 4 A support issue will be considered Minor when the issue causes minor disruptions in the way tasks are performed, but does not affect workflow or operations. This may include cosmetic issues, general questions, and how to use certain features of the system. SunGard Public Sector has a stated goal to respond within 24 hours of the issue being reported. * Measured from the moment a...
Sample 1
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Targeted Response Times. Provider will make every reasonable effort to respond to notifications from the Client rapidly within the time period to be measured from the first Support business hour occurring after Provider’s receipt of notification as outlined in the chart below. Support requests will be logged and tracked in Provider’s support tracking system. When submitting a support request, Customer must provide Provider with all information necessary for Provider to process the request and must respond promptly to Provider with any information reasonably requested to clarify the support request. Provided the requirements of this section are met, upon receipt of the support request, Provider will work with Customer to set expectations regarding the completion times for all support requests. Provider will acknowledge the request and determine the appropriate priority level based on the classifications specified below. In addition to services otherwise excluded in this Support and Service Level Schedule, excluded from Support are: Professional Services, infrastructure configurations that are outside of the then-standard product configuration, access to the Subscription Services or Hosting Services via private network, custom report creation, staging environment, technical and/or functional user training, database schema changes, modifications to data feed, on-site services, translation services, and any and all other requirements and/or services not specifically described herein. An “Acknowledgement” is Provider’s initial confirmation to Customer that Provider has received Customer’s support request; a “Resolution” is a workaround or action plan for addressing the problem; an “Issue” is a failure of the Subscription Services or Hosting Services to operate in accordance with its then-current Documentation. Severity Issue Urgent High Normal Low Definition Emergency, mission critical, application is unavailable, non- responsive or unusable. Components or features are unavailable, no work- around is possible. Downgraded user experience. Components or features are unavailable but work-around is possible. Non-critical questions, inquiries, and on- going projects. Applies to Production Production Production Production, Sandbox, development, and demo sites Examples Site appears to be down; users are unable to access the site. Site is returning error codes. Service is unavailable to a subset of users or it is intermittently unavailable. Major functional component is unavailable. Components...
Sample 1
Targeted Response Times. With respect to SunGard Public Sector’s Maintenance obligations, SunGard Public Sector will use diligent, commercially reasonable efforts to respond to Notifications from Customer relating to the Baseline Component Systems/Custom Modifications identified in Exhibit 1 of this Agreement in accordance with the following guidelines with the time period to be measured beginning with the first applicable SunGard Public Sector “Telephone Support” hour (that is, based upon whether SunGard Public Sector provides 7x24 or 5x8 Support for the Baseline Component System/Custom Modification in question) occurring after SunGard Public Sector’s receipt of the Notification: Priority One Calls –two (2) hours or less. Priority Two Calls - four (4) hours or less. Priority Three Calls – twenty-four (24) hours or less. Priority Four Calls – seventy-two (72) hours or less.
Sample 1
Targeted Response Times. STATUS UPDATES INITIAL (PROVIDED UPON PRIORITY FAILURE DESCRIPTION RESPONSE LICENSEE'S REQUEST TIME AFTER NETSCAPE'S INITIAL RESPONSE) -------------------------------------------------------------------------------- 1 Enterprise-critical 1 hour By customer (Product is not agreement functioning) -------------------------------------------------------------------------------- 2 Severe Impact - Product 2 working Once per inconsistency which hours working day significantly decreases Licensee productivity (periodic work stoppages, feature crashes) --------------------------------------------------------------------------------
Sample 1
Targeted Response Times 
Sample 1

Related to Targeted Response Times

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • Customer Responsibilities Customer shall:

  • 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).

  • Timing of Company Response The Company shall respond to such claimant within 90 days after receiving the claim. If the Company determines that special circumstances require additional time for processing the claim, the Company can extend the response period by an additional 90 days by notifying the claimant in writing, prior to the end of the initial 90-day period, that an additional period is required. The notice of extension must set forth the special circumstances and the date by which the Company expects to render its decision.

  • Compliance Support Services Provide compliance policies and procedures related to services provided by BNY Mellon and, if mutually agreed, certain of the BNY Mellon Affiliates; summary procedures thereof; and periodic certification letters. · Such Compliance Support Services are administrative in nature and do not constitute, nor shall they be construed as constituting, legal advice or the provision of legal services for or on behalf of a Fund or any other person, and such services are subject to review and approval by the applicable Fund and by the Fund’s legal counsel. · Provide access to Fund records so as to permit the Fund or TRP to test the performance of BNY Mellon in providing the services under this Agreement. · Such Compliance Support Services performed by BNY Mellon under this Agreement shall be at the request and direction of the Fund and/or its chief compliance officer (the “Fund’s CCO”), as applicable. BNY Mellon disclaims liability to the Fund, and the Fund is solely responsible, for the selection, qualifications and performance of the Fund’s CCO and the adequacy and effectiveness of the Fund’s compliance program.

  • Notice of Special Matters The Corporation covenants with the Warrant Agent that, so long as any Warrant remains outstanding, it will give notice to the Warrant Agent and to the Registered Warrantholders of its intention to fix a record date that is prior to the Expiry Date for any matter for which an adjustment may be required pursuant to Section 4.1. Such notice shall specify the particulars of such event and the record date for such event, provided that the Corporation shall only be required to specify in the notice such particulars of the event as shall have been fixed and determined on the date on which the notice is given. The notice shall be given in each case not less than 14 days prior to such applicable record date. If notice has been given and the adjustment is not then determinable, the Corporation shall promptly, after the adjustment is determinable, file with the Warrant Agent a computation of the adjustment and give notice to the Registered Warrantholders of such adjustment computation.

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