SLA. The SLA response times specified herein by Incident Priority level are guidelines only and commence from when an Incident is logged with the Support Centre and an incident reference number is given to the Customer.
Appears in 6 contracts
Samples: Software Support Agreement, Software Support Agreement, Software Support Agreement
SLA. 9.1 The SLA response times specified herein by Incident Priority level are guidelines only and commence from when an Incident is logged with the Support Centre and an incident reference number is given to the Customer.
Appears in 2 contracts
Samples: Services Support Agreement, Services Support Agreement
