Continuity Management. Infrastructure Manager, in consultation with Applicant, shall strive to ensure that the continuity of the service and agreement arising from the Capacity Agreement are maintained.
Continuity Management. AWS Managed Services provides backups of Stacks using standard, existing AWS Backup functionality on a scheduled interval determined by the customer. Restore actions from specific snapshots can be performed by AWS Managed Services per customer RFC. Data changes that occur between snapshot intervals are the responsibility of the customer to backup. Customers may submit an RFC for backup/snapshot requests outside of scheduled intervals. In the case of Availability Zone (AZ) unavailability in a Region, with the customer’s permission, AWS Managed Services will restore the Managed Environment by recreating new Stack(s) based on templates and available EBS snapshots of impacted Stacks.
1 See “Supported AWS Services” section below for a list of supported AWS services.
2 Refer to the AWS Managed Services User Guide for details on which supported AWS services have logging and monitoring enabled.
Continuity Management. CMRI shall have an adequately tested continuity plan in place which identifies critical IT resources in case of a disaster within or around the geographic location of CMRI’s main IT source, allowing a return to functionality which complies with this Service Level Agreement within one (1) day.
Continuity Management. For the purpose of guaranteeing the Service Levels in case of disasters, <Supplier> must implement technical and organisational continuity measures. Any agreements on guaranteeing integrity/security also fall under Continuity management. Normal Attention phase Crisis phase Aftercare phase Normal SNO / SLA RTO (Recovery Time Objective ) SNO / SLA Normal business operations Normal Business operations Event Incident Disaster / Crisis Aftercare Event Emergency procedure Catch up with backlog Regular business process incident management As <Principal> manages the infrastructure itself, it has mostly taken technical continuity measures in case of a disaster. This limits the role of <Supplier> in this process, but is aimed at guaranteeing the services in case of any disasters. <Supplier> is responsible for advising <Principal> on developments in the Application components which impact the continuity of the Application components. PI Standard In case of a Disaster, a joint task force will be convened, at the location of<Principal>. This so-called "damage table" will start all necessary actions in order to repair the damage. This consultation may result in actions to be implemented by <Supplier> in a pro-active manner. Reports will be drawn up on the progress of these actions. <Supplier> will be present (physically or by telephone) at the crisis team/the “damage table” within 4 hours. Table 9 PI’s and standards for continuity management Chapter 4. Service Levels for Change management
Continuity Management. In the event of a major catastrophe, or as a result of vis major as described in the MoA with the THE USERS, Service Levels may be affected. The THE USERS will assist SAHRA in arranging contingency plans regarding alternative processing and printing in accordance with the THE USERS's requirements.
Continuity Management. Retailer shall have an adequately tested continuity plan in place which identifies critical IT resources in case of a disaster within or around the geographic location of Retailer’s main IT source, allowing a return to functionality within twenty-four (24) hours. SPANTIK is committed to customer service. Retailers participating in the Marketplace Program will endeavor to meet the following service levels:
(a) Retailer will maintain an On-Time Ship Standard of at least 99%.
(b) Retailer will accurately ship the correct Product to the correct Customer at a rate of 99.5% of all Products shipped.
(c) Retailer will maintain inventory to fulfill Customer Orders that result in a cancel rate (excluding Customer requested cancellations) of 1.5% or less;
(d) Returns due to damaged or defective Products shall not exceed 3% of Sales Proceeds for Products sold on the SPANTIK Site.
(e) Retailer shall limit emergency updates related to product information through any Partner Tool to a rate no greater than .03% of its entire SKU count in SPANTIK’s catalog per month; provided however, that SPANTIK makes no guarantee that all requests will be granted. SPANTIK will assess each emergency request on a case by case basis and make updates in situations SPANTIK deems critical.
(f) Ninety-day Seller ratings shall, on average, remain above a seller rating of 90% positive.
(g) The number of customer service escalations received through SPANTIK’s escalation guidelines, as set forth in Customer Service Escalations, shall not exceed 0.5% of Orders.
(h) Retailer will within one (1) hour of receipt on a 24/7 basis, confirm every Order file received by SPANTIK.
(i) Retailer will, within four (4) hours of receipt on a 24/7 basis, confirm every order line within every Order file received by SPANTIK.
(j) Retailer will provide SPANTIK with electronic notice confirming shipment of each Product shipped and the corresponding shipment tracking information (if available) within four (4) hours of the Product/Order actually shipping so that SPANTIK may charge the Customer and allow the Customer to track shipment of Products.
Continuity Management. Seller shall have an adequately tested continuity plan in place which identifies critical IT resources in case of a disaster within or around the geographic location of Seller’s main IT source, allowing a return to functionality within twenty-four (24) hours. CONFIDENTIAL First Technology is committed to customer service. Sellers participating in the Marketplace Program will endeavor to meet the following service levels:
28.13.1. Seller will maintain an On-Time Ship Standard of at least 99%.
28.13.2. Seller will accurately ship the correct Product to the correct Customer at a rate of 99.5% of all Products shipped.
28.13.3. Seller will maintain inventory to fulfill Customer Orders that result in a cancel rate (excluding Customer requested cancellations) of 1.5% or less;
28.13.4. Returns due to damaged or defective Products shall not exceed 3% of Sales Proceeds for Products sold on the Makro Site.
28.13.5. Seller shall limit emergency updates related to product information through any Partner Tool to a rate no greater than .03% of its entire SKU count in First Technology’s catalog per month; provided however, that First Technology makes no guarantee that all requests will be granted. First Technology will assess each emergency request on a case by case basis and make updates in situations First Technology deems critical.
28.13.6. Ninety-day Seller ratings shall, on average, remain above a seller rating of 90% positive.
28.13.7. The number of customer service escalations received through First Technology’s escalation guidelines, as set forth in Annexure C, shall not exceed 0.5% of Orders.
28.13.8. Seller will within one (1) hour of receipt on a 24/7 basis, confirm every Order file received by First Technology.
28.13.9. Seller will, within four (4) hours of receipt on a 24/7 basis, confirm every order line within every Order file received by First Technology.
28.13.10. Seller will provide First Technology with electronic notice confirming shipment of each Product shipped and the corresponding shipment tracking information (if available) CONFIDENTIAL within four (4) hours of the Product/Order actually shipping so that First Technology may charge the Customer and allow the Customer to track shipment of Products.
28.13.11. Seller will send a refund request to First Technology through the data feed specified by First Technology within 24 hours of receiving a Customer refund or adjustment request, unless Seller has refused to accept a Product for return for any rea...
Continuity Management. Supplier shall have an adequately tested continuity plan in place which identifies critical IT resources in case of a disaster within or around the geographic location of Supplier’s main IT source, allowing a return to functionality which complies with this Service Level Agreement within one (1) day.
