Customer Service Response Sample Clauses

Customer Service Response. Customer requires ACME to be available for telephone customer support from 6:00 am to 6:00 pm Pacific time, Monday through Friday, excluding ACME holidays. Customer can also log cases/issues online 24/7. Customer shall provide first level support to both their user base and applicant base users. ACME will also provide applicant system user support who can also speak with ACME customer help desk representatives to answer any user questions and resolve any possible technical issues. Priority assignments, definitions and responses are defined as: Priority 1 - System down. Acknowledgement and updates are governed by Standard Service Level requirements and liability Priority 2 - Inability to conduct daily business - Acknowledgement Online and or via phone within eight (8) Contractor business hours Priority 3 - Daily process is able to be completed, but not efficient - Acknowledgement Online and or via phone within sixteen (16) Contractor business hours Measurable Event Service Level Requirement Calculation Measurement Interval Timely Resolution of Application Problems and Maintenance Service Requests Priority 1: 90% within 4-8 hours Priority 2: 90% within 16-24 hours Priority 3: 85% within 2-5 Business Days Performance = Number of Tickets Closed within severity level timeframe / Total number of Tickets Closed Measure = Monthly Report Period = Quarterly ACME shall provide periodic updates or responses as progress is made. Failure to meet these standards shall result in Customer receiving a Service Credit. The Customer shall designate up to three technical contacts (“Technical Contacts”) to act as liaison with Service Provider’s technical support team.
Sample 1
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Customer Service Response. The Customer requires Contractor to be available for telephone customer support from 6:00 am to 6:00 pm Pacific time, Monday through Friday excluding NEOGOV holidays. Priority assignments, definitions and responses are defined as: NEOGOV System Functionality Priority 1 - System down. Acknowledgement response and resolution is ASAP and work is started immediately. Priority 2 - Inability to conduct daily business - Acknowledgement Online and or via phone within eight (8) Contractor business hours Priority 3 - Daily process is able to be completed, but not efficient - Acknowledgement Online and or via phone within sixteen (16) Contractor business hours NEOGOV Standard Integrations Inbound/Outbound - Identification of Failed/Missing Data Interface: 4 business hours Outbound (NEOGOV) Files - Missing Data Integration File Resolution: Within 8 business hours Inbound (Customer) - Missing Data Integration File Resolution: Within 16 business hours of NEOGOV’s acknowledged receipt of corrected inbound file(s) from Customer. Additionally, Customer shall experience no more than 2 occurrences of failed integrations (regardless of the number of files that failed to import or export) due to any action on behalf of, or within direct control, of NEOGOV. Failure to meet these standards shall result in The Customer receiving a Service Credit.
Sample 1

Related to Customer Service Response

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

  • Customer Service A. PRIMARY ACCOUNT REPRESENTATIVE. Supplier will assign an Account Representative to Sourcewell for this Contract and must provide prompt notice to Sourcewell if that person is changed. The Account Representative will be responsible for: • Maintenance and management of this Contract; • Timely response to all Sourcewell and Participating Entity inquiries; and • Business reviews to Sourcewell and Participating Entities, if applicable.

  • Cost Responsibility for Network Upgrades 9 5.1 Applicability 9 5.2 Network Upgrades 9

  • Customer Service Standards The Franchising Authority hereby adopts the customer service standards set forth in Part 76, §76.309 of the FCC’s rules and regulations, as amended. The Grantee shall comply in all respects with the customer service requirements established by the FCC.

  • Customer Service Support During the Term of this Agreement, VNDS will provide reasonable telephone and e-mail customer service support to Registrar, not Registered Name Holder or prospective customers of Registrar, for nontechnical issues solely relating to the System and its operation. VNDS will provide Registrar with a telephone number and e-mail address for such support during implementation of the Supported Protocol, APIs and Software. First-level telephone support will be available on a 7-day/24-hour basis. VNDS will provide a web-based customer service capability in the future and such web-based support will become the primary method of customer service support to Registrar at such time.

  • CONTRACTOR CUSTOMER SERVICE REPRESENTATIVE Contractor shall designate a customer service representative (and inform Enterprise Services of the same) who shall be responsible for addressing Purchaser issues pertaining to this Master Contract.

  • CUSTOMER SERVICE ACCESS The Competitive Supplier agrees to provide, or cause to be provided, certain customer services to Participating Consumers. Such services shall be reasonably accessible to all Participating Consumers, shall be available during normal working hours, shall allow Participating Consumers to transact business they may have with the Competitive Supplier, and shall serve as a communications liaison among the Competitive Supplier, the Town, and the Local Distributor. A toll-free telephone number will be established by Competitive Supplier and be available for Participating Consumers to contact Competitive Supplier during normal business hours (9:00 A.M. - 5:00 P.M. Eastern Standard Time, Monday through Friday) to resolve concerns, answer questions and transact business with respect to the service received from Competitive Supplier. The Town will post program-related information on the Town’s website which will be available to Participating Consumers for general information, product and service information, and other purposes.

  • Client Responsibility For clarity, the parties agree that in reviewing the documents referred to in clause (b) above, Patheon’s role will be limited to verifying the accuracy of the description of the work undertaken or to be undertaken by Patheon. Subject to the foregoing, Patheon will not assume any responsibility for the accuracy of any application for receipt of an approval by a Regulatory Authority. The Client is solely responsible for the preparation and filing of the application for approval by the Regulatory Authority and any relevant costs will be borne by the Client.

  • Special Service networks The following services must be received from special service network providers in order to be covered. All terms and conditions outlined in the Summary of Benefits apply.

  • Service Description The Parties will provide Common Channel Signaling (CCS) to one another via Signaling System 7 (SS7) network Interconnection, in accordance with prevailing industry standards. Use of a third party provider of SS7 trunks is permitted.

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