Problem Resolution Time definition

Problem Resolution Time means the time when Travelport notifies Orbitz that the Problem is resolved.

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Problem Resolution Time means the elapsed time between (i) the time that a Problem Ticket is created, until (ii) the point in time that the Problem is Resolved and the Problem Ticket is updated reflecting the time of such Resolution. For Problems requiring dispatch to a remote site, the reasonable travel time to the remote site and/or depot ship-to and ship-from time is subtracted from the total Resolution time. Depending on the Problem severity code, Problem Resolution Time may be reflected in location scheduled hours of support, rather than actual clock time according to the Procedures Manual. Duplicate Problem Tickets (i.e., Problem Tickets created for the same outage) shall be eliminated from calculating Problem Resolution Time. Problem Resolution Time may be tracked and reported upon by the Automated Resolution Process.

Problem Resolution Time means the applicable Service Level period measuring the time elapsed from the moment a Problem is submitted in the Event Repository to Resolution.

Examples of Problem Resolution Time in a sentence

• Vendor must adhere to the following table for SLAs and associated penalties (credit to DOM): Service Requirement Measurement SLA SLA Credit Problem Resolution Time – High Resolution Time for each High Priority Problem.

• Quarterly 4 Problem Resolution Time (2) Business Days (1) Business Days Customer inquiry resolution time shall be resolved within two (2) business days with the Contractor’s Customer Service Team.

• County and Contractor shall assign one of the following Priority Levels to each County service request submitted to Contractor’s Help Desk: Priority Level Severity Indicator Nature of Deficiency Problem Response Time1 Target Problem Resolution Time Goal2 1 Critical The System is down or in a degraded state that puts critical business deadlines in jeopardy.

• PROBLEM MANAGEMENT RESOLUTION Subject to paragraph 7.2 below, the "Problem Resolution Time" in respect of a Problem is the period from the time that the associated Service Incident has reached a Resolution to the point at which a Permanent Fix has been reached.

• Completed by Expected Problem Resolution Time (EPRT) 93.0 - 96.5% Completed within the EPRT – Meets Expectation > 96.5% Completed within the EPRT - Exceeds Expectation < 93.0% Completed within the EPRT - Does Not Meet Expectation Open 20 Working Days Past EPRT No more that 2% open for more than 20 working days past EPRT.

• Where one or more Service Incidents are associated with a Problem already identified by a separate Service Incident, the Problem Resolution Time shall be deemed to start upon the earliest Resolution of any of those Service Incidents.

• GeoTel will employ reasonable efforts to provide an update, patch, revision or temporary workaround solution to correct all such non-conformities, or replace all such non-conforming ICR Programs, within the Targeted Problem Resolution Time indicated below for the relevant Severity Level.

• Where the Problem Resolution Time exceeds the Service Level Performance Measure, a Service Credit shall accrue for the associated Service Period and for each subsequent Service Period(s) until a Permanent Fix has been reached.

• Severity Level 1 Problem: The Problem Resolution Time shall be 48 hours from Problem Notification.

• GeoTel will employ reasonable efforts to provide an update, patch, revision or temporary workaround solution to correct all such non-conformities, or replace all such non-conforming SICR Programs, within the Targeted Problem Resolution Time indicated below for the relevant Severity Level.

More Definitions of Problem Resolution Time

Problem Resolution Time means the elapsed time measured from the time at which a problem related to the Services is identified, received and recorded by IBM in the problem tracking database and, 1) with respect to Severity ▇▇▇▇▇ ▇ and Severity Level 2 problems, until the time at which the affected Critical Function or network is operational (though possibly at reduced functionality) and an action to identify, obtain, or create and schedule implementation of a permanent fix is underway; or 2) with respect to Severity ▇▇▇▇▇ ▇ and Severity Level 4 problems, until the time at which an action to identify, obtain, or create and schedule implementation of a permanent fix is underway.

Problem Resolution Time means the time when Travelport notifies Orbitz that the Problem is resolved. “Root Cause Analysis” (RCA) shall mean the final report conducted and submitted by Travelport to Orbitz which identifies and communicates the sequence of events surrounding a Failure, as well as presents the conclusion of the root cause of the Failure. “Scheduled Downtime” shall mean an interruption of Travelport Service Availability (***). ***Confidential Information has been omitted and filed separately with the Securities and Exchange Commission. Confidential treatment has been requested with respect to this omitted information. “Service Credit” shall mean the amount that Travelport shall credit to Orbitz in the event of a Service Level Failure as specified in Section 5.1 below. “Service Level Failure” shall mean an event when the level of service received falls below the Monthly Minimum Service Level for any reason within the reasonable control of Travelport. “Severity Level” shall mean the designation of a problem as defined in Table A. “Severity Level 1 Problem” shall mean a problem that is designated as having a Severity Level of 1 in accordance with Table A. “Severity Level 2 Problem” shall mean a problem that is designated as having a Severity Level of 2 in accordance with Table A. “Travelport Service Availability” shall mean the percentage of time, (***). “Travelport System” shall have the meaning given to it in Section 1 of the Agreement. For the avoidance of doubt, any lack of content or functionality due to any Subscriber or Distribution Partner website or application having not been certified by Travelport for use in connection with the uAPI will not result in any Service Level Failure, Service Credit, or other liability under the Agreement. “Unscheduled Downtime” shall mean any period of time, other than Scheduled Downtime, when a Travelport System is not capable of performing its intended Orbitz functions for any reason within the reasonable control of Travelport, to be tracked by the minute and to be rounded up to the nearest minute per incident. ***Confidential Information has been omitted and filed separately with the Securities and Exchange Commission. Confidential treatment has been requested with respect to this omitted information.

Problem Resolution Time means the elapsed time between: (i) the earlier of the moment that an Incident or Problem is reported to IBM (*) or the moment that IBM otherwise becomes aware of such Incident or Problem; and (ii) the moment that the affected equipment, software, data or services for which IBM is responsible are restored to normal operations in accordance with applicable specifications, or IBM implements a commercially *Information omitted pursuant to a confidential treatment request under Rule 24b-2 of the Securities Exchange Act of 1934 and filed separately with the SEC. reasonable workaround, such that a user or users of the corresponding IT Services incur(s) no more than a de minimis, insignificant degradation of service that does not affect such user or users’ ability to perform their work, and the corresponding ticket is updated to reflect that such Incident or Problem has been resolved. A ticket associated with a particular Incident or Problem shall not be closed until the end user reporting the Incident or Problem or other appropriate Equifax-designated personnel agrees that such ticket may be closed, or, if the end user is unavailable, IBM has provided notification to the end user by following the Equifax Notification Process.

Problem Resolution Time means the elapsed time between: (i) the earlier of the moment that an Incident or Problem is reported to IBM (*) or the moment that IBM otherwise becomes aware of such Incident or Problem; and (ii) the moment that the affected equipment, software, data or services for which IBM is responsible are restored to normal operations in accordance with applicable specifications, or IBM implements a commercially

Problem Resolution Time means, (i) during the Pre-Transformation (BAU) phase, the elapsed time from the time IBM receives a trouble ticket from WSI’s help desk, or (ii) during the ODCS / Managed Hosting phase, the elapsed time from the earlier of the time IBM receives a trouble ticket generated directly from WSI through a phone call to IBM’s help desk or through the On demand Data Center Services web portal or from notification of a Server failure received from IBM’s automated monitoring system, to the time IBM personnel resolve the problem or provide an acceptable workaround and record the action in the problem ticket. If no resolution action is recorded in the problem ticket, the resolution time will be calculated from the time the problem ticket was time-stamped opened to the time the problem ticket was time-stamped closed.