Change Management Service Level Objective Sample Clauses

Change Management Service Level Objective. The Change Management service level objective is to complete certain change management requests, listed below, within 24 hours of the change being scheduled with Customer. 4.4.1 Definition Express Change Request Types: These are a subset of current change request types that would be eligible for the standard change management objective: Change requests have no scheduling, coordination or follow-up with Customer by Verizon before or after the request. Impact assessment and evaluation of the change is not required. However, Verizon will not provide fault isolation of bad or unsupported configurations.
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Change Management Service Level Objective. The Change Management service level objective is to complete certain change management requests, listed below, within [**] of the change being scheduled with Customer (an “Express Change”), or within [**] if designated by Customer as an emergency (an “Emergency Change”). Emergency Changes must be requested by Cxxxxxxx’s submission of a Priority 1 trouble ticket.
Sample 1
Change Management Service Level Objective. The Change Management service level objective is to complete certain change management requests, listed below, within 24 hours of the change being scheduled with Customer, or within four (4) hours if designated by Customer as an emergency. Emergency changes must be requested by Xxxxxxxx’s submission of a Priority 1 Trouble Ticket. 4.5.1 Definition Express Change Request Types: These are a subset of current change request types that would be eligible for the standard change management objective: Device Port Activation Device Port Shutdown Device Port Duplex Change Device Port Speed Change Device Password Change Terminal Access Controller Access Control System (TACACS) configuration IP Address/Subnet Mask – Modify Hostname change LAN DHCP IP Helper Modify Both Emergency and Express change requests have no scheduling, coordination or follow-up with Customer by Company before or after the request. Impact assessment and evaluation of the change is not required. However, Company will not provide fault isolation of bad or unsupported configurations.
Sample 1
Change Management Service Level Objective. The Change Management service level objective is to complete certain change management requests, listed below, within 72 hours of when the Customer has scheduled the change to occur. Verizon may add, delete, or change the change request types from time to time. 3.4.1 Definition Change Request Types: Messaging Feature Modify* Router Call Control Modify* Router Messaging Modify* Request to back up media *Does not include end user or end device move, add, change or delete. Standard change requests do not provide for scheduling, coordination, follow-up, impact assessment or evaluation before or after such request by Customer.
Sample 1

Related to Change Management Service Level Objective

  • Service Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at xxxxx://xxx.xxx.xxx/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at xxxxx://xxx.xxx.xxx/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.

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