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 Critical Major Minor 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 Escalatation for Correction 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. CUSTOMER RESPONSIBILITIES.
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. 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 Critical Major Minor 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 Escalation for Correction 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
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. The times listed in the table below are subject to restrictions and limitations in place for the particular contract Level Services (i.e., Silver, Gold, or Platinum) purchased. Error Correction Response Time Table Error Classification Critical Major Minor 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 Escalation for Correction 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

Related to Dialogic Response and Escalation

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