Diagnosis and Resolution. Developer agrees to diagnose and resolve Support Requests related to installing Covered Versions of the Software, configuring standard features of Covered Versions of the Software per its documentation, and software errors encountered when using Covered Versions of the Software.
Diagnosis and Resolution. Upon receiving a notice of an Incident from the Province, or after otherwise becoming aware of an Incident, Supplier will, in accordance with applicable Service Levels: (a) assemble the necessary resources; (b) proceed to investigate, diagnose and analyze the Incident in order to identify its root cause; (c) respond to the Incident in accordance with the applicable response target set out in the table below; and (d) achieve Resolution or Restoration of an Incident within the applicable time period set out in the table below (each a “Restoration Time”): Priority Level Response Target Restoration Time
Diagnosis and Resolution. Each trouble ticket is categorized by a priority which is calculated based upon the severity and pervasiveness of the issue. Each priority level has corresponding resolution and timeline guidelines (See Table 1—Issue Priority Calculation below). • Resolution Timelines. Time to content restoration on screen whether by workaround or final fix for RoninCast® software problems will be 60 minutes or less from the time of initial contact with site to facilitate troubleshooting. This requires redundancy to be installed at the location, and if redundancy is not in place, the resolution time depends on the hardware warranty options purchased such as advanced replacement and shipment methods.
