Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For critical impact level and above, CentralSquare provides a continuous resolution effort until the issue is resolved.
Incident Resolution. 9.1. The Parties shall put in place procedures to work together constructively in the event of any problem arising with the functionality or use of the Organisation Portal, a security incident or an incident which adversely affects the quality or accuracy of the Achievement Data and such procedures shall be governed by the Customer Scrutiny Group and contained within the Service Charter or, in the case of security, as described in the Security Policy.
Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For critical impact level and above, Superion provides a continuous resolution effort until the issue is resolved.
Incident Resolution. Incidents can be closed when the agreed service has been restored. In some cases, the cause of Incidents may be apparent and that cause can be addressed without the need for further investigation, resulting in a repair or a work-around to remove the error. In some cases the Incident can be dealt with quickly e.g. by rebooting a system or resetting a communications line, without directly addressing the underlying cause of the Incident. Response and resolution in this case therefore includes relief from the problem, which includes a work-around in order to enable the particular system to continue to operate. Where the underlying cause of the Incidents is not identifiable and investigation is warranted, Planet Payment will raise a Problem record. A Problem is in effect, indicative of an unknown error within Planet Payment infrastructure. Resolution times will be included in the SLA monthly and quarterly report. The resolution times set forth in Appendix 2 shall be satisfied by application of appropriate relief which allows the affected system to continue to operate without significant loss of functionality. The figure reported will be the “Average Elapsed Time” to achieve Incident resolution or circumvention, broken down by priority. An ageing analysis of all Incidents will also be reported by Priority.
Incident Resolution. The Help Desk shall work diligently to resolve all Critical and High incidents. Due to the complexity of certain incidents, a formal guarantee of resolution cannot be provided. The Help Desk shall work extended hours in order to resolve a Critical incident. Any extended work hours required to resolve a Critical incident may also require District staff to remain available and participate in the resolution of the incident.
Incident Resolution o Troubleshooting and problem solving in the UNIX environment regarding events concerning hardware (e.g. workstations, peripherals, etc.), software and network.
Incident Resolution. After obtaining a written notification and resolution plan, United will determine the severity of the Security Incident and advise Vendor of such severity. If United considers the risk to be a High Severity exposure, Vendor must resolve or mitigate the High Severity within twenty-four (24) hours of providing such notice. If United considers the exposure a Medium or Low Severity exposure, then Vendor must resolve or mitigate the risk within two (2) to five (5) business days of providing such notice. If Vendor does not resolve the Security Incident within the applicable time obligation, United shall have the right to immediately terminate access to United information and United Information Systems without penalty.
Incident Resolution. An Incident is deemed resolved when the remedy ticket is closed by FormFox following confirmation that Provider has resumed normal and prior business operations. • FormFox shall identify, track and report Incidents and trends to Provider and will take corrective measures to correct FormFox-related causes of the Incidents as well as make remediation recommendations to Provider, as appropriate, to prevent reoccurring Incidents. • Concurrent incidents of similar severity levels will be prioritized by Provider, based upon impact.
Incident Resolution. 3.2.1 Incident Resolution Times are determined by Service Maintenance Levels. The standard Service Maintenance Levels are set out in the following table: Service Maintenance Level Agreed Service Time Maximum Incident Resolution Time (within Agreed Service Time) Level 1 Monday – Friday (excluding Bank Holidays) 08:00-18:00 End of next working day + 1 day Schedule 3: Service Levels and Service Credits Telephony Services Level 2 Monday – Saturday (excluding Bank Holidays) 08:00-18:00 End of next working day Level 3 Monday – Friday (including Bank Holidays) 07:00-21:00 Saturday & Sunday (including Bank Holidays) 08:00-18:00 Incident reported by 13:00, Resolved same day; reported after 13:00, Resolved by 13:00 next working day Level 4 Monday – Sunday (including Bank Holidays) 00:00-23:59 6 hours Table 1 Service Maintenance Levels and Incident Resolution Times
Incident Resolution. Promatica’s support desk shall use its commercially reasonable endeavours to remedy any issues reported in accordance with the Target Resolution Times detailed below: Target Resolution Times (All times detailed in the table below are within Normal Business Hours) Incident Severity Details of Severity Level Target Resolution Time 1 e.g. Service completely unavailable 4 Hours
