Support Hour definition
Examples of Support Hour in a sentence
For example, if your contract states that you have monitoring from 08:00 to 20:00 on weekdays only, and an event occurs at 19:00 on Friday with a two Support Hour response time, that time period ends at 09:00 on Monday.
Follow up: every 4 Support Hours thereafter unless otherwise agreed P2 Defect materially impairing one or more modules of the Application Managed Services degradation, operating at materially less than normal levels Initial response: 1 Support Hour Follow up: every 8 Support Hours thereafter unless otherwise agreed P3 Defect with limited impact, which is not otherwise categorised as a P1, P2 or P4.
All response time periods are measured starting from the first Support Hour following the reporting ofan Error, and are tolled during all periods outside of the Support Hours.
Priority Level Application Defects Managed Services Failures Initial Response and Follow up Time Targets P1 Defect making the whole Application, or an entire module, unavailable Major infrastructure failure causing unplanned Application unavailability Initial response: 1 Support Hour for Defects, 1 hour for Managed Services.
All response time periods are measured starting from the first Support Hour following the reporting of an Error, and are tolled during all periods outside of the Support Hours Unless otherwise specified in the Order, this Support Policy sets forth Xledger’s sole obligations, and Customer’s exclusive remedies, in connection with any Error.
LogRhythm shall respond to new Support Cases within the following period following LogRhythm receipt of the Support Case from Customer: (i) one Support Hour for Critical Severity Support Cases; (ii) two Support Hours for High Severity Support Cases; and (iii) four Support Hours for all other Support Cases after receipt of the Support Case.