Technical Support Incident definition

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.
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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.
Sample 1Sample 2Sample 3
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...
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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 JBE within four (4) hours after the JBE 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.

Related to Technical Support Incident

  • Technical Support means the technical assistance for attempting resolution of a reported Case through error correction, patches, hot fixes, workarounds, replacement deliveries, or any other type of Product corrections or modifications.

  • Technical Support Services means the technical support and maintenance Services provided by us according to our then-current technical support policy and procedure listed at xxxxxxxxxxxxx.xxx (“Technical Support Policy”) when the Services are purchased.

  • Helpdesk Support means the 24x7x365 centre which shall handle Fault reporting, Trouble Ticketing and related enquiries during this contract.

  • Financial Support Direction means a financial support direction issued by the Pensions Regulator under section 43 of the Pensions Xxx 0000.

  • Child support services means any civil, criminal or administrative action taken by the Division of

  • Cloud BPO Support means the then-current technical support services SAP provides to Provider for the SAP Cloud Services as described in the Cloud BPO Schedule.

  • Level 1 Support means qualifying and logging all Technical Support Incidents, answering technical inquiries via telephone support and email regarding the Work and performing limited diagnostic services.

  • pseudonymisation means the processing of personal data in such a manner that the personal data can no longer be attributed to a specific data subject without the use of additional information, provided that such additional information is kept separately and is subject to technical and organisational measures to ensure that the personal data are not attributed to an identified or identifiable natural person;

  • Level 2 Support means, with the use of technical support specialists: (i) performing Defect isolation, Defect replication and interoperability testing; (ii) performing remote diagnostic services and on-site troubleshooting, if required; (iii) identifying the source of Defects; (iv) developing a reproducible test case for any Defect and documenting the details of such Defect for escalation to Level 3 Support; and (v) developing and implementing Workarounds where reasonably possible.

  • National Medical Support Notice or “NMSN” shall mean a notice that contains the following information:

  • Local support means funds from tax sources, gifts, endowments, penal fines, or other funds received from local sources, excluding state and federal aid as stated in this act.

  • Learning Programme means a programme of education and/or training delivered by the Provider under this Agreement;

  • Child support means that part of a Child Restraint System by which the child can be raised within the Child Restraint System.

  • Client Application means an application developed by Customer that a) utilizes the Runtime Product, b) is installed fully on an end user’s machine, with all report processing local to that machine, and c) adds significant and primary functionality to the Runtime Product.

  • Financial Support means any loans, guarantees, Security or other financial assistance (whether actual or contingent).

  • Support Request means a request for assistance received by Blackboard's Service Desk and/or Service Desk Infrastructure from an Authorized User, such as any answered phone call, answered email, or answered chat.

  • Classroom teacher means a teacher subject to annual performance evaluation review under the provisions of Education Law Section 3012-c.

  • Peer support specialist means an individual who has experienced a severe and persistent mental illness and who has successfully completed standardized training to provide peer support services through the medical assistance program or the Iowa Behavioral Health Care Plan.

  • Licensed Nurse means an Oregon licensed practical or registered nurse.

  • Authorized nuclear pharmacist means a pharmacist who:

  • the Scottish Infected Blood Support Scheme means the scheme of that name administered by the Common Services Agency (constituted under section 10 of the National Health Service (Scotland) Act 1978(b));