Support Service Levels. In the event that the Licensed Software fails to perform in accordance with the Specifications or otherwise contains errors, defects, bugs, nonconformity or malfunctions, the JBE shall notify the Contractor of such condition, and Contractor shall respond to the JBE’s requests for Support Services in accordance with the Service Levels set forth in Exhibit 9 (Maintenance and Support). The JBE shall assign the applicable Service Level, as described in Exhibit 9 (Maintenance and Support) to each request for Support Services and Contractor shall respond according to the applicable response requirements set forth in Exhibit 9 (Maintenance and Support), based on the severity of the error, defect, bug, nonconformity or malfunction designated by the JBE. Contractor shall perform such correction or repair at no additional charge to the JBE. In the event that Contractor is unable to complete the corrections or repairs necessary to permit the Licensed Software to perform and conform to the Specifications or to correct such error, bug, nonconformity or malfunction, then the parties shall invoke the Escalation Procedure set forth in Exhibit 9 (Maintenance and Support).
Support Service Levels. Forward Networks will provide the support services set forth in Exhibit B. In addition, if Customer has an active subscription to use the Forward Networks SaaS Service, Forward Networks will comply with the service level obligations set forth in Exhibit C.
Support Service Levels. Xxxx shall provide support services as outlined in its Standard Operating Procedures document which may be updated from time to time.
Support Service Levels. Contrast will provide support and uptime for the Service and/or Product, as applicable, in accordance with (i) the support package selected by Customer on the applicable Order Form (if any), and (ii) Contrast’s then-current standard Support and Availability Policy set forth at xxx.xxxxxxxxxxxxxxxx.xxx/xxx.
Support Service Levels. An incident is defined as a situation where the Product does not function as warranted (“Incident”). The detail below defines the severity level of each type of Incident. CertiPath will use commercially reasonable efforts to provide the targeted responses included below. Severity Level: 1 Definition: Total service failure of (operational) system (e.g. failure of a component of a critical process). Failure results in a critical part of the Product being unavailable. Targeted response time: Within 2 hours of the receipt of the Support request from Licensee’s support liaison. If the request for Support is received after 5:00 pm US ET during the business day, targeted response time begins the next business morning. Severity Level: 2 Definition: Failure of one or more system functions making use of the Product difficult (e.g. Product still running and operational, but not to full capacity).
Support Service Levels. Subject to the terms and conditions of this Agreement, CareStack will provide its standard support and maintenance services for the Service that it generally provides to other customers without additional charges. CareStack will undertake commercially reasonable efforts to make the Services available.
Support Service Levels. SkySync will provide support and uptime for the Service in accordance with (i) the support package selected by Customer on the applicable Order Form (if any) and (ii) SkySync’s then-current standard Support and Availability Policy (the current version of which is set forth at xxxxx://xxx.xxxxxxx.xxx/supportpolicies/ (A current copy of these polices are available and may be downloaded for the webpage in .PDF format)
Support Service Levels. Flash Romeo will provide support services to Customer pursuant to the Service Level Agreement available at: xxxxx://xxxxxx.xxx/service-level-agreement (the “Support Services”) from the Effective Date. At the request of the Customer, or when indicated on the applicable Purchase Order, additional Support Services may be provided by Flash Romeo, subject to the conclusion of a separate agreement and the payment of corresponding additional costs. Subject to the terms and conditions of this Agreement, Flash Romeo will use commercially reasonable efforts to make the Platform available pursuant to the Service Level Agreement. Flash Romeo will also provide initial implementation services for the deployment of the Platform, if applicable, as agreed in the applicable Purchase Order (the “Implementation Services”). For the sake of clarity and subject to an agreement between the parties, the Customer who has not signed a Purchase Order with Flash Romeo is not entitled to the Implementation Services.
Support Service Levels. The following levels of support will apply. The below tables apply to CLIENT reported Higate faults or INTARGET reported CLIENT faults. In cases where faults are a direct consequence of the network operators then their service levels will apply which could be longer than the recommended below:
Support Service Levels. ● Insight will be measured on service level attainment on a monthly basis. The Level II support service level objectives are defined below for onsite and dispatched resources. ● Large unexpected increases in call volumes (e.g., 20% or more for similar time periods), system outages, and any delays outside of Insight’s control, including, but not limited to, network infrastructure failures, mainframe outages, telecommunication failures, acts of nature, acts of government, national emergencies, acts of terrorism, transportation delays, labor disturbances, work stoppages or shortages of material, will be excluded from Service Level measurement and Client satisfaction measurements (“Force Majeure”); provided, that Insight must provide proof of such Force Majeure occurrence to justify an exclusion from otherwise required Service Levels. Service Level Agreements Service Level Monitoring Interval Performance Level Critica l High Priorit y Standar d Priorit y Service Reques t Response Time % of service incidents responded to within SLA goals Monthl y 90 % 1 Hour 2 Hours 8 Hours NBD Resolve time % of incidents "resolved" within SLA goals Monthl y 90 % NBD NBD 2 Bus Days 3 Bus Days Metrics Calculation Description Target Service Level Customer Satisfaction The average rating of Client Satisfaction Surveys for “overall satisfaction”, based on automated survey provided through the State’s Incident Management System. 4.2 or higher (scale of 1-5, with 5 being the highest) Reporting Reports are generated monthly and produced by the 15th calendar day of each month. IMAC Services: ● Insight’s onsite Level II support resources will provide IMAC services for Endpoint Devices. The IMAC is dependent upon the use of the Insight Integration labs pre-configuring all new equipment. Insight will also provide IMAC services for all existing Endpoint Devices owned and configured by the Client at the time Insight assumes responsibilities for providing the services. IMAC services will be managed by Insight’s Project Coordinator to coordinate product logistics, schedule, coordinate with users, track survey, sign off, and provide reporting. ● IMACs will include all tracking activities within an OCIO-provided Asset Management System to ensure assets are recorded appropriately for audit and reporting purposes. ● The IMACs cover all the requests concerning Installs, Moves, Adds and Changes of service components. The IMACs can be requested by Client users, according to procedures that have been...
