Initial Response Target definition

Initial Response Target means the time in which an initial response will be provided by a QUMU Customer Support Engineer through one of three methods: an update to the ticket, an update via email or an update via a telephone conversation. The initial response may be a request to gather additional information in order to replicate the Incident or Error and further troubleshoot the issue reported in the Support Request. QUMU Customer Support will make commercially reasonable efforts to meet the Initial Response Target times based on the Support Level and Priority of the issue.
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Examples of Initial Response Target in a sentence

  • A response for the initial assessment will be given according to the Initial Response Target for that priority level.

  • BSA tries to resolve these issues within BSA’s Initial Response Target or as soon thereafter as reasonably possible.

  • SUPPLIER tries to resolve these issues within SUPPLIER’s Initial Response Target or as soon thereafter as reasonably possible.

  • Severity Description Initial Response Target Initial Response Target Initial Response Target Initial Notification Methods Status Updates Solution Bronze Silver Gold P1 – production system down 4 hours 2 Hour 1 hour Telephone (Preferred method for P1) Qumunity Portal Periodically throughout each day the issue persists Resolution will be provided in form of work around or patch if required.

  • BS&A tries to resolve these issues within BS&A’s Initial Response Target or as soon thereafter as reasonably possible.

  • In the event that either party does not respond to the other party within the Initial Response Target time from receipt of communication or detection of a Moderate [*] Indicates that certain information in this exhibit has been omitted and filed separately with the Securities and Exchange Commission.

  • Severity Level Definition Initial Response Target Time* Commitment (Infoblox and Customer) Resolution Targets 1 Operation/Service down or critically impacted.

  • The Special Services for extended support will subject to the following Initial Response Targets of the LICENSEE’s Support Level (i.e., Gold, Silver, Bronze): Severity Description Initial Response Target Initial Response Target Initial Response Target Initial Notification Methods Status Updates Solution Bronze Silver Gold P1 – production system down 8 hours 6 hours 4 hours Qumunity Portal To be determined based upon the problem/request Resolution will only be provided in form of work around (if available).

  • The following table outlines the expected initial response targets and workaround/resolution targets for the different levels of severity: Severity Description Initial Response Target Workaround / Resolution Target 0 - Production Down Service* is not available.

  • Upon receipt of a properly submitted support case, Cloudera will (a) assign a severity level to such support case according to the descriptions set forth in the Table 1 below and (b) make commercially reasonable efforts to meet the Initial Response Target for the appliable severity level.