Technical Support Incident means a single, indivisible problem reported or technical inquiry made regarding the Deliverable, service, Licensed Software or any other part of the Work, including without limitation user questions or Defect reports. A Technical Support Incident is only closed when mutually agreed by the parties.
Technical Support Incident means a single, indivisible problem reported or technical inquiry made regarding the Licensed Software and/or any Deliverable, including without limitation user questions or Defect reports. A Technical Support Incident is only closed when mutually agreed by the parties.
Technical Support Incident means a single indivisible problem reported or technical inquiry made regarding the Deliverable, service, Licensed Software or any other part of the Services, including without limitation user questions or Defect reports. A Technical Support Incident is only closed when mutually agreed by the parties. See the table below for breakdown of Incident Resolution times: Abbreviated Requirement Name Tech Category Requirement Description Performance Target Minimum Performance Incident Resolution Time to Resolve Incident Resolution - Severity Level 1 Less than (<) 4 hours upon receipt of authorized request. 95.00% Incident Resolution Time to Resolve Incident Resolution - Severity Level 2 Less than (<) 8 hours upon receipt of authorized request. 95.00% Incident Resolution Time to Resolve Incident Resolution - Severity Level 3 End-of-Next Business Day upon receipt of authorized request. 95.00% Incident Resolution Time to Resolve Incident Resolution - Severity Level 4 End-of-Next Business Day upon receipt of authorized request or mutually agreed prioritized request with Service Provider. 95.00% Help Desk & Support Completion time Disable End-User Account - During Standard Support hours. Less than (<) 15 minutes upon receipt of authorized request 99.00% Help Desk & Support Completion time Password Reset - During Standard Support hours Less than (<) 10 minutes upon receipt of authorized request 95.00% Help Desk & Support Completion time Terminate/Delete End-User Account - During Standard Support hours. Less than (<) 5 Business Days upon receipt of authorized request 99.00% Incident Resolution Completion time Root Cause Analysis (RCA) - Resolution Reports Less than (<) 6 Business Days upon receipt of authorized request. 100.00% Incident Resolution Completion time Root Cause Analysis (RCA) - Final Report for Severity (Priority) Level 1 or 2. Less than or equal to (≤) 5 Business Days upon Incident Resolution or Stabilization of Severity (Priority) Level 1 or 2. 98.00% Incident Resolution Scheduled review Root Cause Analysis (RCA) - Resolution Report Monthly Review Monthly Review of Severity (Priority) Xxxxx 0, Xxxxx 0 and Recurring Incident Areas. 100.00% Incident Resolution Response time Root Cause Analysis (RCA) - Initial Report Less than or equal to (≤) 24 hours upon Incident Resolution or Stabilization of Severity (Priority) Level 1 or 2. (OR by End of Next Business Day, if the calculated 24-hour time to provide the Initial Report, falls outside of Business Hours) 98.0...
Examples of Technical Support Incident in a sentence
Without limiting Contractor’s obligations under Section 4(b) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the JUDICIAL COUNCIL within [four (4) hours] after the JUDICIAL COUNCIL reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.