Service Resolution Time definition

Service Resolution Time means the time taken to resolve a Request from time Service Request was raised by the Client.
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Examples of Service Resolution Time in a sentence

  • Severity Level Description of Deficiency (any one of the following) Service Response Timeframe Service Resolution Time 1 Critical Recording or monitoring capabilities have stopped / or retrieval of recorded telephone calls cannot be accomplished, or the Contractor’s supplied System Administrative Console will not function.

  • Severity Level Description of Deficiency (any one of the following) Service Response Timeframe Service Resolution Time 2 Severe An individual location cannot be monitored or recorded / or sound quality has severely deteriorated /or the ICSS cannot transfer data to storage media / or the Contractor’s supplied Workstation or Computer is intermittently malfunctioning / or the ICSS cannot retrieve necessary data for generating reports.

  • If during the fault investigation Fat Media identify that the problem lies with Customer or any third party contracted by Customer then the Service Resolution Time shall not apply, nor shall any inclusion of this fault be considered when calculating Service Availability.

  • The Service Resolution Time percentage is derived by dividing the number of tickets that missed the threshold by the total number of tickets and multiplying the result by 100.