Business Hours. Severity: Normal Provided when service or security incidents include issues that prevent a single user from overall productivity or slightly reduce the productivity of multiple users or end user standard change requests. o Ticket Acknowledged: 30 Minutes o Technician Response: Same or Next Business Day Severity: Low Provided for end user non-standard change requests, requests for information, consultation, training, new Products, proactive maintenance or review, installation or root cause investigations or service or security incidents that do not prevent overall productivity of employees. o Ticket Acknowledged: 30 Minutes
Appears in 18 contracts
Samples: Marco’s Cloud Voice Product Agreement, Marco Amplifyit Product Agreement, Marco Amplifyit Product Agreement
Business Hours. Severity: Normal Provided when service or security incidents include issues that prevent a single user from overall productivity or slightly reduce the productivity of multiple users or end user standard change requests. o Ticket Acknowledged: 30 Minutes o Technician Response: Same or Next Business Day Severity: Low Provided for end user non-standard change requests, requests for information, consultation, training, new Products, proactive maintenance or review, installation or root cause investigations or service or security incidents that do not prevent overall productivity of employees. o Ticket Acknowledged: 30 Minutes
Appears in 2 contracts
Samples: Marco Amplifyit Product Agreement, Marco's Managed Wan Agreement
