{"component": "definition", "props": {"groups": [{"size": 28, "snippet_links": [{"key": "first-contact", "type": "definition", "offset": [10, 23]}, {"key": "support-representative", "type": "definition", "offset": [29, 51]}], "snippet": "means the first contact by a Support Representative after the incident has been logged and a ticket generated. This may include an automated email response depending on when the incident is first communicated.", "samples": [{"hash": "cx7FVLAOWqi", "uri": "/contracts/cx7FVLAOWqi#initial-response", "label": "County Addendum", "score": 36.3896522522, "published": true}, {"hash": "dLjCbYo3PpE", "uri": "/contracts/dLjCbYo3PpE#initial-response", "label": "Eso Subscription Agreement", "score": 35.8903198242, "published": true}, {"hash": "9i3r44GV051", "uri": "/contracts/9i3r44GV051#initial-response", "label": "Subscription Agreement", "score": 35.2562103271, "published": true}], "hash": "f167a62af4c939768f7df147ceb132ed", "id": 1}, {"size": 16, "snippet_links": [{"key": "western-power", "type": "clause", "offset": [30, 43]}, {"key": "an-applicant", "type": "clause", "offset": [47, 59]}, {"key": "under-clause", "type": "clause", "offset": [60, 72]}, {"key": "in-relation-to", "type": "clause", "offset": [78, 92]}], "snippet": "means the initial response of Western Power to an applicant under clause 19.1 in relation to a connection application.", "samples": [{"hash": "g5589NVsd9o", "uri": "https://www.erawa.com.au/cproot/23689/2/WP-AA5-Approved-Access-Arrangement-Appendix-B-Applications-and-Queuing-Policy-Clean-PDF-Version.PDF", "label": "www.erawa.com.au", "score": 16.555770874, "published": false}, {"hash": "9VZFQiG9XgR", "uri": "https://www.erawa.com.au/cproot/22969/2/WP-AA5---Appendix-B---Applications-and-Queuing-Policy---Track-Changes.PDF", "label": "Note", "score": 13.4339494705, "published": false}, {"hash": "6JfTfzCLsfO", "uri": "https://www.erawa.com.au/cproot_download/20191/179451/ERA%20Approved%20-%20Appendix%20B%20-%20Applications%20and%20Queuing%20Policy.pdf", "label": "www.erawa.com.au", "score": 12.1047716141, "published": false}], "hash": "408bfabb5626abe90b33f924121902de", "id": 2}, {"size": 16, "snippet_links": [{"key": "section-52", "type": "clause", "offset": [34, 45]}, {"key": "this-agreement", "type": "clause", "offset": [49, 63]}], "snippet": "has the meaning ascribed to it in Section 5.2 of this Agreement;", "samples": [{"hash": "cPLFOfNuKp7", "uri": "/contracts/cPLFOfNuKp7#initial-response", "label": "Membership Agreement", "score": 35.1549263, "published": true}, {"hash": "ga9AWQDD42d", "uri": "/contracts/ga9AWQDD42d#initial-response", "label": "Membership Agreement", "score": 34.9851646423, "published": true}, {"hash": "4xN8g13UbMS", "uri": "/contracts/4xN8g13UbMS#initial-response", "label": "Membership Agreement", "score": 34.1612625122, "published": true}], "hash": "91ef948ead8c3e6ae1f6b2d647209bd2", "id": 3}, {"size": 13, "snippet_links": [{"key": "acknowledgement-of-receipt", "type": "definition", "offset": [13, 39]}, {"key": "support-request", "type": "clause", "offset": [42, 57]}, {"key": "request-for-additional-information", "type": "clause", "offset": [85, 119]}, {"key": "business-impact", "type": "definition", "offset": [163, 178]}], "snippet": "means (i) an acknowledgement of receipt a Support Request; and (ii) (if necessary) a request for additional information i.e. additional logs, version information, business impact etc.;", "samples": [{"hash": "iCIc0DEBafe", "uri": "/contracts/iCIc0DEBafe#initial-response", "label": "Managed Service Agreement", "score": 33.2944755554, "published": true}, {"hash": "4ZgzGeKJYGC", "uri": "/contracts/4ZgzGeKJYGC#initial-response", "label": "Managed Service Agreement", "score": 33.2265815735, "published": true}, {"hash": "3qaifU3ggw3", "uri": "/contracts/3qaifU3ggw3#initial-response", "label": "Managed Service Agreement", "score": 27.3709793091, "published": true}], "hash": "d8422aa0103903be85600f2ac7367b99", "id": 4}, {"size": 12, "snippet_links": [{"key": "support-request", "type": "clause", "offset": [27, 42]}, {"key": "technical-personnel", "type": "clause", "offset": [69, 88]}, {"key": "allocated-to", "type": "definition", "offset": [101, 113]}, {"key": "third-party-influences", "type": "definition", "offset": [198, 220]}, {"key": "provided-always", "type": "definition", "offset": [222, 237]}, {"key": "supported-hours", "type": "definition", "offset": [260, 275]}], "snippet": "means the time from when a Support Request is logged to when Maintel technical personnel response is allocated to the Incident or it is determined that an on-site response is required excluding any Third Party Influences, provided always such hours are within Supported Hours.", "samples": [{"hash": "51tLmX5bQkD", "uri": "/contracts/51tLmX5bQkD#initial-response", "label": "Master Services Agreement", "score": 36.0732078552, "published": true}, {"hash": "8UEb819IBwF", "uri": "/contracts/8UEb819IBwF#initial-response", "label": "Master Services Agreement", "score": 35.4923706055, "published": true}, {"hash": "lGh5xZNvSb8", "uri": "/contracts/lGh5xZNvSb8#initial-response", "label": "Master Services Agreement", "score": 33.3674278259, "published": true}], "hash": "9b2a634a22f6b5361fb5b0fda863b11d", "id": 5}, {"size": 12, "snippet_links": [{"key": "section-23", "type": "clause", "offset": [14, 25]}], "snippet": "As defined in Section 2.3.", "samples": [{"hash": "laDtmyDIb3i", "uri": "/contracts/laDtmyDIb3i#initial-response", "label": "New RMSR Agreement (Onity Group Inc.)", "score": 37.128678987, "published": true}, {"hash": "dYqc0Yfv5ik", "uri": "/contracts/dYqc0Yfv5ik#initial-response", "label": "Subservicing Agreement (Onity Group Inc.)", "score": 36.1403160095, "published": true}, {"hash": "55gA76ZSyq7", "uri": "/contracts/55gA76ZSyq7#initial-response", "label": "Subservicing Agreement (Onity Group Inc.)", "score": 36.1403160095, "published": true}], "hash": "53e1f8794bd2aa4f92d83875a26d28fd", "id": 6}, {"size": 6, "snippet_links": [{"key": "to-company", "type": "definition", "offset": [53, 63]}, {"key": "priority-assignment", "type": "clause", "offset": [139, 158]}], "snippet": "means a written or electronic response from BetterUp to Company or User regarding a reported or discovered Error acknowledging receipt and priority assignment. An automated response is not considered an initial response.", "samples": [{"hash": "7fo8CRbvUge", "uri": "/contracts/7fo8CRbvUge#initial-response", "label": "Betterup Enterprise Software as a Service Agreement", "score": 35.2160072327, "published": true}, {"hash": "iCOvnaNUn5y", "uri": "/contracts/iCOvnaNUn5y#initial-response", "label": "Software as a Service Agreement", "score": 33.9018592834, "published": true}, {"hash": "kqL22FKnOno", "uri": "/contracts/kqL22FKnOno#initial-response", "label": "Software as a Service Agreement", "score": 33.5590438843, "published": true}], "hash": "47e2181f6e41d4b646de63a5409b45ee", "id": 7}, {"size": 5, "snippet_links": [{"key": "period-of-time", "type": "clause", "offset": [10, 24]}, {"key": "service-ticket", "type": "definition", "offset": [40, 54]}, {"key": "service-desk", "type": "definition", "offset": [72, 84]}, {"key": "telephone-response", "type": "clause", "offset": [128, 146]}, {"key": "customer-contact", "type": "clause", "offset": [165, 181]}], "snippet": "means the period of time beginning when Service Ticket is opened by the Service Desk and ending when Node4 provides an email or telephone response to the designated Customer contact;", "samples": [{"hash": "fhikwJ6olDy", "uri": "https://node4.co.uk/app/uploads/2022/07/Schedule-Data-Management-and-Ancillary-Document-18.01.2021-release.pdf", "label": "node4.co.uk", "score": 15.8616495132, "published": false}, {"hash": "hNxHBVC7PIP", "uri": "https://info.node4.co.uk/hubfs/Schedule%20Docs%20Feb%202020/Schedule%20Data%20Management%20and%20Ancillary%20Document%2001.02.2020%20release.pdf", "label": "info.node4.co.uk", "score": 10.03764534, "published": false}], "hash": "a8b0c33402a95d79af8eb6a4677b6741", "id": 8}, {"size": 4, "snippet_links": [{"key": "the-client", "type": "clause", "offset": [16, 26]}, {"key": "work-on", "type": "definition", "offset": [47, 54]}, {"key": "action-to-be-taken", "type": "clause", "offset": [97, 115]}, {"key": "the-action", "type": "definition", "offset": [137, 147]}], "snippet": "means to notify the Client of the commencement work on an Incident and to identify the course of action to be taken, but not necessarily the action itself", "samples": [{"hash": "UO0iLyUggH", "uri": "/contracts/UO0iLyUggH#initial-response", "label": "Ad Hoc It Support Services Agreement", "score": 23.848733902, "published": true}, {"hash": "8u2yQnqqLr8", "uri": "/contracts/8u2yQnqqLr8#initial-response", "label": "It Services Agreement", "score": 23.848733902, "published": true}, {"hash": "7dFAIrwI7v7", "uri": "https://am-css.it/wp-content/uploads/2021/10/AM-CSS-ITSM-Standard-Terms-and-Conditions-Issue-5.pdf", "label": "am-css.it", "score": 9.1615333557, "published": false}], "hash": "6a9f9c945fa6e574f41365c6332dce1a", "id": 9}, {"size": 4, "snippet_links": [{"key": "acknowledged-by", "type": "definition", "offset": [34, 49]}, {"key": "a-non", "type": "clause", "offset": [67, 72]}], "snippet": "means when a ticket is opened and acknowledged by ANYLINE staff in a non-automated way", "samples": [{"hash": "jvFRBbyQOee", "uri": "/contracts/jvFRBbyQOee#initial-response", "label": "General Terms and Conditions", "score": 33.3920631409, "published": true}, {"hash": "4RediTqQFgR", "uri": "/contracts/4RediTqQFgR#initial-response", "label": "General Terms and Conditions for Software and Services", "score": 33.3920631409, "published": true}, {"hash": "2djN8BFzp4X", "uri": "/contracts/2djN8BFzp4X#initial-response", "label": "General Terms and Conditions", "score": 31.1566486359, "published": true}], "hash": "a8c1ab4125f2979a6d40b6eda0250c1b", "id": 10}], "next_curs": "Cl0SV2oVc35sYXdpbnNpZGVyY29udHJhY3RzcjkLEhpEZWZpbml0aW9uU25pcHBldEdyb3VwX3Y1NiIZaW5pdGlhbC1yZXNwb25zZSMwMDAwMDAwYQyiAQJlbhgAIAA=", "definition": {"size": 192, "title": "Initial Response", "snippet": "means the first contact by a Support Representative after the incident has been logged and a ticket generated. This may include an automated email response depending on when the incident is first communicated.", "id": "initial-response", "examples": ["Software Maintenance via Red Hat Portal via Red Hat Portal via Red Hat Portal Response Guidelines N/A Initial and Ongoing Response <strong>Initial Response</strong> Ongoing Response Severity 1 (Urgent): A problem that severely impacts your use of the Software in a production environment (such as the loss of production data or production systems not functioning).", "After the <strong>Initial Response</strong>, Red Hat will provide status updates on the issue until (i) the issue is resolved; (ii) the issue is downgraded to a lower Severity Level (in which case status updates will be provided in accordance with the update guidelines applicable the new Severity Level); or (iii) the parties agree on an alternative update schedule.", "Support Hours and <strong>Initial Response</strong> Times\u200c WashU IT has established the following general support hours and <strong>initial response</strong> times to meet customer support and service request needs.", "Response Guidelines N/A Initial and Ongoing Response <strong>Initial Response</strong> Ongoing Response Severity 1 (Urgent): A problem that severely impacts your use of the Software in a production environment (such as the loss of production data or production systems not functioning).", "The provisions of 18 AAC 75.310 (Scope and Duration of <strong>Initial Response</strong> Actions) and other reporting requirements of 18 AAC 75.300 \u2013 18 AAC 75.396 also apply.", "ESO shall (i) commence Error Correction promptly; (ii) provide an <strong>Initial Response</strong> within four hours; (iii) initiate Management Escalation promptly; and (iv) provide Customer with a Status Update within four hours if ESO cannot resolve the Error within four hours.", "<strong>Initial Response</strong> Time (by email or call back) is within two (2) Business Days during Working Hours.", "ESO shall (i) commence Error Correction promptly; (ii) provide an <strong>Initial Response</strong> within three business days; and (iii) provide Customer with a Status Update within seven calendar days if ESO cannot resolve the Error within seven calendar days.", "ESO shall (i) commence Error Correction promptly; (ii) provide an <strong>Initial Response</strong> within eight hours; (iii) initiate Management Escalation within 48 hours if unresolved; and (iv) provide Customer with a Status Update within forty-eight hours if ESO cannot resolve the Error within forty-eight hours.", "A response for the initial assessment will be given according to the <strong>Initial Response</strong> Target for that priority level."], "related": [["remedial-response", "Remedial response", "Remedial response"], ["pqq-response", "PQQ Response", "PQQ Response"], ["emergency-response", "Emergency response", "Emergency response"], ["official-responsibility", "Official responsibility", "Official responsibility"], ["emergency-medical-responder", "Emergency medical responder", "Emergency medical responder"]], "related_snippets": [], "updated": "2026-02-19T04:24:45+00:00"}, "json": true, "cursor": ""}}