Service Level Response Guidelines Sample Clauses

Service Level Response Guidelines. All Customer calls logged via GEMSsl that are not resolved during the initial call review will be followed up by HFS in order of priority and severity assigned in the HFS call tracking system. The severity level, together with the Customer defined priority of the call, will determine how the HFS will respond to that Customer call and the approach the HFS will use in pursuing final resolution to the reported problem. Final resolution may include, among other things, Instruction to the Customer as to how the problem can be avoided or corrected, instruction to the Customer for implementing a work around procedure or correction, issuance of a software or data correction that can be immediately applied by the Customer, development of a software correction that will be available to the Customer in a future release of the applicable HFS Product, development of a software enhancement that will be considered for availability to the Customer in a future release of the applicable HFS Product, or any combination of these processes. The decision as to the severity level of the call and which process or processes will be used will be made in conjunction with the Customer, but final determination will be made by HFS. A Support Representative will review each call and gather information to allow HFS to work towards a timely resolution. To the extent possible, HFS will endeavor to address simple requests and informational type questions during the initial call review. More difficult problems may also be resolved in this manner if they have previously been addressed by HFS. However, given the uncertain nature of troubleshooting suspected software problems, closure timeframes are given only as objectives and actual resolution times will be determined on a case by case basis as will the actual processes required. In all instances, calls are continuously monitored by Customer Support, who will provide regular progress reports to the Customers and escalate calls to senior management whenever appropriate.
Sample 1
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Related to Service Level Response Guidelines

  • Service Level Standards The parties agree to negotiate in good faith certain service level standards that, once agreed upon, will be incorporated into this Agreement subsequent to the effective date of the Agreement.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Service Levels (1) DTI shall perform the Services in accordance with the service levels (the "Service Levels") as may be agreed to from time to time in writing by DTI and the Funds (the "Service Level Agreement"). Failure to perform in a manner which equals or exceeds the Service Levels shall result in fee credits ("Fee Credits") or the Funds' right to terminate this Agreement, as set forth in the Service Level Agreement.

  • Quality Service Standards/NAV Errors Price Associates and the Fund may, from time to time, agree to certain quality service standards, with respect to the Services hereunder. In the event Price Associates is the party responsible for causing an error in the computation of the net asset value for a Fund or share class of a Fund (“NAV Error”), the actions that are required to be taken as to such NAV Error shall be made in accordance with the Fund’s Net Asset Value Error Correction Policy and Procedures (“NAV Error Policy”) attached hereto as Schedule II.

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • Service Level Service Provider will classify incidents at its own discretion. Such classifications shall be consistent with the priorities Service Provider set for itself as a recipient of services. Incidents classified using this methodology will be triaged as documented in Attachment A.

  • Financial Responsibility A Controlled Affiliate shall be operated in a manner that provides reasonable financial assurance that it can fulfill all of its contractual obligations to its customers.

  • SERVICE XXXX USE A. Controlled Affiliate recognizes the importance of a comprehensive national network of independent BCBSA licensees which are committed to strengthening the Licensed Marks and Name. The Controlled Affiliate further recognizes that its actions within its Service Area may affect the value of the Licensed Marks and Name nationwide.

  • Quality Standards Each Party agrees that the nature and quality of its products and services supplied in connection with the other Party's Marks will conform to quality standards set by the other Party. Each Party agrees to supply the other Party, upon request, with a reasonable number of samples of any Materials publicly disseminated by such Party which utilize the other Party's Marks. Each Party will comply with all applicable laws, regulations, and customs and obtain any required government approvals pertaining to use of the other Party's marks.

  • REPORTING RESPONSIBILITY Any reporting responsibility of the Acquired Fund is and shall remain the responsibility of the Acquired Fund.

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