Equipment - Support Services, related Service Levels and Service Credits Sample Clauses

Equipment - Support Services, related Service Levels and Service Credits. A. The Supplier shall respond to all Support Request for the Equipment in accordance with the response and resolution times set out below: Priority Level Description of issue Base Support KPI’s Premium Support KPI’s Service Credit P3 Minor Impact Incident Failure of one or more gateways Remote Response KPI 8 hours Resolution KPI 40 hours Remote Response KPI 4 hours Resolution KPI 24 hours Performance Service Credit Formula SCC03 P4 Low Impact Incident Failure of one or more sensors/tags Remote Response KPI 16 hours Resolution KPI 40 hours Remote Response KPI 16 hours Resolution KPI 40 hours Performance Service Credit Formula SCC03 All references to hours in the table above are to be construed as hours during the Support Hours. Equipment Support performance Service Credits shall be calculated in accordance with the following formula (“Equipment Service Credit Formula SCC03”) hours that the relevant ticket is open – relevant KPI (hours) = X X / hours in the relevant month x 100 = Y Number of gateways affected by incident / total number of gateways deployed under the relevant statement of work = Z Monthly SaaS Fee x Y x Z = equipment Service Credit (£) By way of an example, where: • the Virgin Media Customer is a Premium Support Virgin Media Customer with a total of 40 gateways • hours in the relevant month = 744 • a P3 incident affecting 5 gateways took 40 business hours to resolve • the applicable P3 Resolution KPI for a Premium Support Virgin Media Customer is 24 business hours • the Monthly SaaS Fee is £2500 the Equipment Service Credit is calculated as follows: 40 hours – 24 hours = 16 hours 16 hours / 744 hours = 0.0215053 5 / 40 = 0.125
Sample 1
AutoNDA by SimpleDocs

Related to Equipment - Support Services, related Service Levels and Service Credits

  • Termination This Agreement may be terminated at any time prior to the Closing:

  • Miscellaneous The Vendor acknowledges and agrees that continued participation in TIPS is subject to TIPS sole discretion and that any Vendor may be removed from the participation in the Program at any time with or without cause. Nothing in the Agreement or in any other communication between TIPS and the Vendor may be construed as a guarantee that TIPS or TIPS Members will submit any orders at any time. TIPS reserves the right to request additional proposals for items or services already on Agreement at any time.

  • Insurance The Company and the Subsidiaries are insured by insurers of recognized financial responsibility against such losses and risks and in such amounts as are prudent and customary in the businesses in which the Company and the Subsidiaries are engaged, including, but not limited to, directors and officers insurance coverage. Neither the Company nor any Subsidiary has any reason to believe that it will not be able to renew its existing insurance coverage as and when such coverage expires or to obtain similar coverage from similar insurers as may be necessary to continue its business without a significant increase in cost.

  • Definitions For purposes of this Agreement:

  • Notices Any notice, request or other document required or permitted to be given or delivered to the Holder by the Company shall be delivered in accordance with the notice provisions of the Purchase Agreement.

  • WHEREAS the Company desires the Warrant Agent to act on behalf of the Company, and the Warrant Agent is willing to so act, in connection with the issuance, registration, transfer, exchange, redemption and exercise of the Warrants; and

  • NOW, THEREFORE the parties hereto agree as follows:

  • Severability Any provision of this Agreement that is prohibited or unenforceable in any jurisdiction shall, as to such jurisdiction, be ineffective to the extent of such prohibition or unenforceability without invalidating the remaining provisions hereof, and any such prohibition or unenforceability in any jurisdiction shall not invalidate or render unenforceable such provision in any other jurisdiction.

  • Entire Agreement This Agreement constitutes the entire agreement between the parties hereto with respect to the subject matter contained in this Agreement and supersedes all prior agreements, understandings and negotiations between the parties.

  • IN WITNESS WHEREOF the parties hereto have executed this Agreement as of the day and year first above written.

Draft better contracts in just 5 minutes Get the weekly Law Insider newsletter packed with expert videos, webinars, ebooks, and more!