Dialogic Response and Escalation Sample Clauses

Dialogic Response and Escalation. Dialogic will use commercially reasonable efforts to adhere to target times (“Response Times”) specified in the table set forth below. All Response Times are estimates based on Dialogic experience and are provided during applicable support hours. Dialogic provides an automatic escalation procedure using the contacts and escalation thresholds set forth in the Response Time Table for all open Service Requests to ensure that appropriate management personnel are aware of problems that require increased attention. Resonse Times for Hardware issues are subject to Customer having the appropriate spare part on site, or Customer purchasing On-Site Hardware Repair Service. The escalation process is an automatic process, triggered by the severity level. Response Time Table Error Classification Initial Response Time < 30 minutes < 2 hours < 4 Business hours Restore Time Continuous activity to restore in < 48 hours <3 days < 5 days Resource Allocation Management and all appropriate technical resources Appropriate technical resources Technical resources as available Senior Expert 6 hours 24 hours 30 days Support Manager 12 hours 48 hours 60 days VP Worldwide Services and Support 24 hours 72 hours 90 days 7.1 Customer will, at no charge to Dialogic, provide Dialogic with appropriate telephone and remote access to the Applicable Products either through Customer’s network management system(s), or other systems as required by Dialogic to allow for the execution of remote diagnostic procedures, subject only to the Customer’s security rules, including remote access to the Software via ISDN BRI (in call-back mode) or a dedicated circuit. 7.2 Customer will place all requests for Services to Dialogic by telephone, fax, email or web site using the contact points for the assigned TAC provided in Section 8 below, unless otherwise agreed to in writing by Dialogic. Service Requests for Critial and Major must be via telephone, email and web based Service Requests are treated as Minor severity, with regard to Response and Restore times, Service Requests made by the Customer directly to any other number, person or location are outside the scope of the Services provided herein and may be chargeable at Dialogic’s current time and materials maintenance service rates. 7.3 Customer will provide Dialogic with a list of suitably qualified designated Customer contacts, up to a maximum of six per eight hour shift, that may contact the TAC.
Sample 1
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Dialogic Response and Escalation. Dialogic will use commercially reasonable efforts to adhere to target times (“Response Times”) specified in the table set forth below. All Response Times are estimates based on Dialogic experience and are provided during applicable support hours. Response Times apply to systems that are in production. Dialogic provides an automatic escalation procedure using the contacts and escalation thresholds set forth in the Response Time Table for all open Tickets to notify appropriate management personnel of issues that require increased attention. Response Times for Hardware issues are subject to Customer having the appropriate spare part on site, or Customer purchasing On-Site Hardware Repair Service. The escalation process is an automatic process, triggered by the severity level. Error Correction Response Time Table Error Classification Initial Response Time < 30 minutes < 2 Business hours < 4 Business hours Restore Time Continuous activity to restore in < 12 hours < 3 Business days N/A Resource Allocation Management and all appropriate technical resources Appropriate technical resources Technical resources as available Senior Expert 6 hours 24 hours 30 days Support Manager 12 hours 48 hours 60 days Support VP/Director 24 hours 72 hours 90 days It is noted and acknowledged by the parties that in at least certain instances the time frames listed within the table above might not include/reflect development engineering resources and bug fixes, which may require additional time.
Sample 1
Dialogic Response and Escalation. Dialogic will use commercially reasonable efforts to adhere to target times (“Response Times”) specified in the table set forth below. All Response Times are estimates based on Dialogic experience and are provided during applicable support hours. Dialogic provides an automatic escalation procedure using the contacts and escalation thresholds set forth in the Response Time Table for all open Service Requests to ensure that appropriate management personnel are aware of problems that require increased attention. The escalation process is an automatic process, triggered by the severity level. Response Time Table Error Classification Initial Response Time < 30 minutes < 2 hours < 4 Business hours Restore Time Continuous activity to restore in < 48 hours <3 days < 5 days Resource Allocation Management and all appropriate technical resources Appropriate technical resources Technical resources as available Senior Expert 6 hours 24 hours 30 days Support Manager 12 hours 48 hours 60 days VP Worldwide Services and Support 24 hours 72 hours 90 days
Sample 1

Related to Dialogic Response and Escalation

  • Optional Xactimate Response Attachment (Part 2)

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  • Review Protocol A narrative description of how the Claims Review was conducted and what was evaluated.

  • Project Management Plan 3.2.1 Developer is responsible for all quality assurance and quality control activities necessary to manage the Work, including the Utility Adjustment Work. Developer shall undertake all aspects of quality assurance and quality control for the Project and Work in accordance with the approved Project Management Plan, Good Industry Practice and applicable Law. 3.2.2 Developer shall develop the Project Management Plan and its component parts, plans and other documentation in accordance with the requirements set forth in Section 1.5.2.5

  • Public Posting of Approved Users’ Research Use Statement The PI agrees that information about themselves and the approved research use will be posted publicly on the dbGaP website. The information includes the PI’s name and Requester, project name, Research Use Statement, and a Non-Technical Summary of the Research Use Statement. In addition, and if applicable, this information may include the Cloud Computing Use Statement and name of the CSP or PCS. Citations of publications resulting from the use of controlled-access datasets obtained through this DAR may also be posted on the dbGaP website.

  • Review Procedure If the Plan Administrator denies part or all of the claim, the claimant shall have the opportunity for a full and fair review by the Plan Administrator of the denial, as follows:

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  • Workplace Violence Prevention and Crisis Response (applicable to any Party and any subcontractors and sub-grantees whose employees or other service providers deliver social or mental health services directly to individual recipients of such services): Party shall establish a written workplace violence prevention and crisis response policy meeting the requirements of Act 109 (2016), 33 VSA §8201(b), for the benefit of employees delivering direct social or mental health services. Party shall, in preparing its policy, consult with the guidelines promulgated by the U.S. Occupational Safety and Health Administration for Preventing Workplace Violence for Healthcare and Social Services Workers, as those guidelines may from time to time be amended. Party, through its violence protection and crisis response committee, shall evaluate the efficacy of its policy, and update the policy as appropriate, at least annually. The policy and any written evaluations thereof shall be provided to employees delivering direct social or mental health services. Party will ensure that any subcontractor and sub-grantee who hires employees (or contracts with service providers) who deliver social or mental health services directly to individual recipients of such services, complies with all requirements of this Section.

  • Contractor Responsibility (a) The Contractor shall be responsible for the entire Performance under the Contract regardless of whether the Contractor itself performs. The Contractor shall be the sole point of contact concerning the management of the Contract, including Performance and payment issues. The Contractor is solely and completely responsible for adherence by the Contractor Parties to all applicable provisions of the Contract. (b) The Contractor shall exercise all reasonable care to avoid damage to the State's property or to property being made ready for the State's use, and to all property adjacent to any work site. The Contractor shall promptly report any damage, regardless of cause, to the State.

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