SLA Incident definition

SLA Incident means one or more events that cause a disruption of SERVICE, either access, performance, data loss or security, or which, if not causing a service disruption nevertheless require further monitoring and/or repair, which were caused by LoadSpring’s action, mis-action, infrastructure, or misconfiguration. These events have actual or potential impact on the SLG provided by LSPR in this AGREEMENT. SLA Incidents affect more than 10% of users.
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Examples of SLA Incident in a sentence

  • Company shall establish, sufficiently staff, and maintain the organization and processes necessary to provide email, and web-based technical support, troubleshooting, SLA Incident identification, isolation, response and remediation, and other assistance in accordance with Exhibit A.

  • The TAM shall provide customer with technical guidance and expertise, will be responsible for participating on Severity 1 SLA Incident troubleshooting conference calls, as requested by customer, and will serve as customer’s single point of contact for escalations.

  • The TAM shall provide customer with technical guidance and expertise, will be responsible for participating on Priority 1 SLA Incident troubleshooting conference calls, as requested by customer, and will serve as customer’s single point of contact for escalations.

  • List the number and associated information of each trouble report opened for a service outage that occurred during the month that resulted in a failure to meet the TTR performance objectives specified in Attachment J.13.3.18, Performance Objective for Time to Restore SLA (Incident Based).

  • The customer may report to the Company any SLA Incident 24 hours per day, seven days per week.

  • If Company becomes aware of a Severity 1, or shall be measured from the earlier of the time that the customer notifies the Company, or Company first becomes aware of the relevant SLA Incident.

  • The PRESTO NG Incident/Problem Management Procedure as outlined in this Schedule 2.6 will be used, where applicable, in conjunction with the SLA Incident process as set out in Schedule 2.2 attached to this Operational Services Agreement.

  • SLA (Incident Based) For routine orders and Class B expedited orders, the contractor shall complete the order within the provisioning intervals defined in Table J.12.3-1, Service Provisioning Intervals Table, in Attachment J.12.3, Service Provisioning Intervals.

  • The contractor shall restore service after a service outage within the Time to Restore (TTR) performance objective specified in Attachment J.13.3.18, Performance Objective for Time to Restore SLA (Incident Based).

  • The timeframes for Company’s responses shall be measured from the earlier of the time that the customer notifies the Company, or Company first becomes aware of the relevant SLA Incident.