Coverage Hours. Supported contacts at Customer 1 Max number of incidents per month 15 Additional incidents are charged for at current unit prices. Contact us for price details. TARGET RESPONSE TIME Acknowledgement time 2 hours for all incidents Response time P1 – 12 hours P2 – 48 hours P3 – 72 hours from receipt of request to correction work start. Target resolution time P1 – 48 hours P2 – 1 week P3 – 1 month from receipt of request to correction work is finished or work round created (only target, resolution time cannot be guaranteed).
Coverage Hours. Support shall be accessible 24 hours a day, 7 days per week except for any downtime experienced due any of the following causes:
i. unavailability caused by routine maintenance or a suspension of O365;
ii. unavailability caused by Customer’s content related other than to scalability or volume;
iii. unavailability caused by acts or omissions of Customer, Microsoft Corp. or the Hosting Provider (or any agents of the same, respectively);
iv. unavailability caused by the failure or downtime of hardware, servers or services hosting O365 that is not caused by Company;
v. unavailability caused by Company’s blocking of Customer content that Company determines to be in violation of the Agreement between Company and Customer or the policies and terms of Company; vi. unavailability caused by a force majeure event;
Coverage Hours. RANGE’s service and support coverage applies during Standard Business Hours: 8:00a.m. to 5:00p.m. in the time zone of the covered Equipment, Monday through Friday, excluding RANGE observed holidays. At Customer’s request, RANGE will perform service and support services from 5:00p.m. to 8:00a.m. at RANGE’s then-current overtime labor rates.
Coverage Hours. Blackboard shall provide Customer with customer support services available 6:00 a.m. to 6:00 p.m. MST time, five (5) days a week, Monday through Friday, excluding US Federal and Arizona State holidays (“Coverage Hours”). Outside of the Coverage Hours, Blackboard shall make available to Customer access to on-call personnel for support services, deemed by Blackboard to be an emergency as provided for in the Blackboard Support Guide.
Coverage Hours. The hours between 8:00 AM and 6:00 PM, Central Standard time, on the days Monday through Friday, excluding regularly scheduled holidays of Xxxxxxxx
Coverage Hours. Unless otherwise noted on the front side of this form, service will be provided Monday through Friday, 8:00am to 5:00pm local time, excluding holidays observed by IdentiSys . Including but not limited to: (New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving & Thanksgiving Friday, Christmas Eve Day, and Christmas Day).
Coverage Hours. (a) Standard coverage hours during which the Managed IT Service will be provided are 8am to 5pm Australian Central Time, Monday – Friday on Business Days except as expressly provided otherwise.
(b) The 24 hour a day 7 day a week help desk (24x7 Help Desk) for priority 1 and priority 2 incidents as referred to in the Service Level Terms is available to the Customer if it has elected to upgrade to the 24x7 Help Desk as set out in the Scope of Works.
(c) Work which the Customer requests to be completed outside of standard coverage hours will attract additional Fees payable by the Customer, to be determined at the discretion of Calibre One, except that no additional fee applies in relation to priority 1 and priority 2 Incidents if the Customer has expressly elected to upgrade to the 24x7 Help Desk in the Scope of Works.
Coverage Hours. 24 hours/day, 7 days/week.
Coverage Hours. 5.1 Standard coverage hours as referred to in this Agreement means 9am to 5pm Australian Central Standard Time in Darwin, Monday – Friday on Business Days except as expressly provided otherwise.
5.2 Work which is covered by the Managed Security Awareness service during standard coverage hours but which the Customer requests to be completed outside of standard coverage hours will attract additional Fees payable by the Customer, to be determined at the discretion of Calibre One.
