Enterprise Support Service Level Agreement Sample Clauses

Enterprise Support Service Level Agreement. 13.3.1 Customer will use commercially reasonable efforts to provide accurate and prompt notification of any Service Incident with the OnDemand Service so that Questionmark may promptly take any remedial action. Notwithstanding anything to the contrary contained in this Agreement, Questionmark is not obligated to remedy any Service Incident caused by User error or failure to access the OnDemand Service with a compatible system or web browser. 13.3.2 Questionmark will use commercially reasonable efforts to respond to and remedy each Service Incident based on the Severity Level set forth below. 13.3.3 Questionmark will respond to the Designated Contact within the Initial Response Time specified in the table below, based on the Service Incident’s Severity Level. Severity 1 An error isolated to the OnDemand Service that renders the service inoperative or causes the service to fail catastrophically, i.e. major system impact or system outage. This issue must be resolved before the Customer can use the OnDemand Service. All Severity 1 Issues have no workaround and Customer and Questionmark shall work closely together in order to resolve the error as soon as possible. Severity 1 issues are extremely rare and Questionmark escalates these issues to its highest priority. Initial Response Time (by email or callback) is within four (4) hours during Working Hours. Maximum Time Between Updates (by email or callback or implementation in the OnDemand Service) is four (4) hours during Working Hours. Severity 2 An error isolated to the OnDemand Service which causes a serious impairment to a critical feature of the OnDemand Service, but where overall functionality is not interrupted. Usually a workaround is available for this type of issue, but not in all cases. Questionmark will resolve all Severity 2 issues as soon as possible. Initial Response Time (by email or callback) is within eight (8) hours during Working Hours. Maximum Time Between Updates (by email or callback or implementation in the OnDemand Service) is four (4) hours during Working Hours during the first three (3) Business Days and then updated as needed thereafter. Severity An issue that causes the failure of a noncritical Initial Response Time (by 3 aspect of the OnDemand Service and a email or callback) is within satisfactory work-around already exists but the two (2) Business Days presence of this issue will result in User during Working Hours. dissatisfaction. Maximum Time Between Updates (by email or callba...
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Enterprise Support Service Level Agreement. 5.1 Questionmark will use commercially reasonable efforts to respond to the Designated Contact within the Initial Response Time specified below, based on the Service Incident’s Severity Level as reasonably determined by Questionmark. Red Alert Severity 1 A complete outage of the entire OnDemand Service. Customer is unable to access the OnDemand Service due to such complete outage. Questionmark dedicates all available resources to resolve a Red Alert at the highest level of priority. Red Alert applies during Working Hours (or as part of 24 x 7 support, if purchased for an additional fee). Initial Response Time (by email or call back) is targeted within thirty (30) minutes of Red Alert being invoked by Questionmark, during Working Hours. Maximum Time Between Updates (by email, call back or implementation in the OnDemand Service) is targeted one (1) Working Hour. Questionmark targets informing Customer the OnDemand Service is restored within fifteen (15) minutes of restoration during Working Hours.
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Enterprise Support Service Level Agreement. 5.1 Questionmark will use commercially reasonable efforts to respond to the Designated Contact within the Initial Response Time specified below, based on the Service Incident’s Severity Level as reasonably determined by Questionmark. Red Alert A complete outage of the entire OnDemand Service. Customer is unable to access the OnDemand Service due to such complete outage. Questionmark dedicates all available resources to resolve a Red Alert at the highest level of priority. Red Alert Initial Response Time (by email or call back) is targeted within thirty (30) minutes of Red Alert being invoked by Questionmark, during Working Hours. Maximum Time Between Updates (by email, call back or implementation in the OnDemand Service) is targeted Severity 1 Severity 2 Severity 3 Severity 4 applies during Working Hours (or as part of 24 x 7 support, if purchased for an additional fee). one (1) Working Hour. Questionmark targets informing Customer the OnDemand Service is restored within fifteen (15) minutes of restoration during Working Hours.
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Enterprise Support Service Level Agreement. 5.1 Questionmark will use commercially reasonable efforts to respond to the Designated Contact within the Initial Response Time specified below, based on the Service Incident’s Severity Level as reasonably determined by Questionmark. Severity 1 An error isolated to the OnDemand Service that renders the service inoperative or causes the service to fail catastrophically, i.e. major system impact or system outage. Must be resolved before Customer can use the OnDemand Service. All Severity 1 Issues have no workaround. Customer and Questionmark will work closely together to resolve the error as soon as possible. Severity 1 issues are extremely rare; Questionmark escalates these issues to high priority. Initial Response Time (by email or call back) is within four (4) Working Hours. Maximum Time Between Updates (by email, call back or implementation in the OnDemand Service) is four (4)
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Related to Enterprise Support Service Level Agreement

  • Service Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at xxxxx://xxx.xxx.xxx/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at xxxxx://xxx.xxx.xxx/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA): (a) we are liable for any remedy or rebate specified by the SLA; and (b) subject to clauses 40 to 42, and to the express terms of the SLA, our liability for breach of the SLA is limited to such remedy or rebate.

  • TAX SUPPORT SERVICES BNY Mellon shall provide the following tax support services for each Fund:  Provide various data and reports as agreed upon in the SLDs to support TRP’s tax reporting and tax filing obligations, including: · Wash sales reporting; · QDI reporting; · DRD reporting; · PFIC analysis; · Straddle analysis; · Paydown adjustments; · Equalization debit adjustments · Tax compliance under §851, §817(h); · Foreign bond sale analysis (§988); · Troubled debt analysis; · Estimation of income for excise tax purposes; · Swap analysis; · Inflation adjustments; · §1256 adjustments; · Market discount analysis; OID adjustments; · CPDI analysis; · Shareholder tax reporting information (e.g. FTC, UGG income, foreign source income by country, exempt income by state);  Provide data, and reports based on such data, maintained by BNY Mellon on its fund accounting platform as reasonably requested by TRP to support TRP’s obligations to comply with requests from tax authorities and TRP’s tax reporting and tax filing obligations.  Assist with other tax-related data needs as mutually agreed upon in writing from time-to-time.

  • Support Services Rehabilitation, counselling and EAP’s. Support is strictly non- punitive, and can be accessed at anytime (self-identification of the need for help is strongly encouraged).

  • Compliance Support Services Provide compliance policies and procedures related to services provided by BNY Mellon and, if mutually agreed, certain of the BNY Mellon Affiliates; summary procedures thereof; and periodic certification letters. · Such Compliance Support Services are administrative in nature and do not constitute, nor shall they be construed as constituting, legal advice or the provision of legal services for or on behalf of a Fund or any other person, and such services are subject to review and approval by the applicable Fund and by the Fund’s legal counsel. · Provide access to Fund records so as to permit the Fund or TRP to test the performance of BNY Mellon in providing the services under this Agreement. · Such Compliance Support Services performed by BNY Mellon under this Agreement shall be at the request and direction of the Fund and/or its chief compliance officer (the “Fund’s CCO”), as applicable. BNY Mellon disclaims liability to the Fund, and the Fund is solely responsible, for the selection, qualifications and performance of the Fund’s CCO and the adequacy and effectiveness of the Fund’s compliance program.

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • Administrative Support Services Fees Within forty-five (45) days of the end of each calendar quarter or at such other period as deemed appropriate by the Distributor, the Fund will make payments in the aggregate amount of up to 0.25% on an annual basis of the average during the period of the aggregate net asset value of the Shares computed as of the close of each business day (the “Service Fee”). Such Service Fee payments received from the Fund will compensate the Distributor for providing administrative support services with respect to Accounts. The administrative support services in connection with Accounts may include, but shall not be limited to, the administrative support services that a Recipient may render as described in Section 3(b)(i) below.

  • Technical Support Services 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

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