FAULT CLASSIFICATION AND SERVICE LEVELS Sample Clauses

FAULT CLASSIFICATION AND SERVICE LEVELS. All faults will be reasonably assigned a fault classification to the best endeavors of the supplier as set out below. Complete failure of the system to function. Processing is not possible, resulting in significant business impact. Loss of significant system functionality. Corruption of software data-bases which require service affecting corrective actions. Loss of access for maintenance or recovery actions. 30 minutes 4 hours Supplier will provide Customer with hourly updates on the progress of fault resolution until the fault is resolved. Partial restriction in system functionality. 60 minutes 8 hours The Supplier will provide Customer with updates every 2 hours on the progress of Processing is possible with some business impact. Short outages whose duration accumulates to greater than 10 minutes in any 24 hour period or that continue to repeat over longer periods. Significant degradation of access for maintenance or recovery operations. fault resolution until the fault is resolved. The Supplier will also provide an IR within 48 hours of the fault resolution. Other faults within the system which do not meet the criteria defined for Critical/Emergency or Major faults. Reporting problem will fall under this severity level. 1 working day 30 working days Fixes for minor faults in software may be included in the next release of the software if such release is anticipated within a reasonably short period (once every quarter). The Supplier will provide Customer with a reasonable progress update. : Any request for new features or changes in the existing features will not be reported under any of the above fault classifications. Any such requests or changes will follow a change request process mutually agreed between Customer and Supplier. 1 Emergency/Critical (P1) 30 minutes 4 hours 2 working days 2 Major (P2) 60 minutes 8 hours 10 working Days 3 Minor (P3) 1 working day 30 working days Next scheduled release
Sample 1
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FAULT CLASSIFICATION AND SERVICE LEVELS. All faults will be reasonably assigned a fault classification as set out below. 2.1 Severity 1 – Critical/Emergency (Serious) 2.1.1 Definition: • Complete failure of the system to function • Processing is not possible, resulting in significant business impact • Loss of significant system functionality • Corruption of software data-bases which require service affecting corrective actions • Loss of access for maintenance or recovery actions CONFIDENTIAL TREATMENT REQUESTED WITH RESPECT TO CERTAIN PORTIONS HEREOF DENOTED WITH “[****]” 2.1.2 Response Time: 30 minutes Resolution Time: 3 hours
Sample 1

Related to FAULT CLASSIFICATION AND SERVICE LEVELS

  • 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.

  • JOB CLASSIFICATIONS 32.01 Employees holding positions which fall within the Bargaining Unit shall be provided with a job description upon written or email request. 32.02 New job classifications properly included in this Collective Agreement may be established by the Employer during the term of the Collective Agreement. Basic hourly rates of pay for such new job classifications shall be negotiated with the Union. If negotiations fail to produce an agreement within sixty (60) calendar days of the date of written notice from the Employer to the Union regarding the new job classification, then the basic hourly rates of pay may be settled through arbitration in accordance with clause 14.04(d).

  • Job Classification Full-Time and Part-Time (a) When a new classification (which is covered by the terms of this Collective Agreement) is established by the Hospital, the Hospital shall determine the rate of pay for such new classification and notify the Local Union of the same within seven (7) days. If the local challenges the rate, it shall have the right to request a meeting with the Hospital to endeavor to negotiate a mutually satisfactory rate. Such request will be made within ten (10) days after the receipt of notice from the Hospital of such new occupational classification and rate. Any change mutually agreed to resulting from such meeting shall be retroactive to the date that notice of the new rate was given by the Hospital. If the parties are unable to agree, the dispute concerning the new rate may be submitted to arbitration as provided in the Agreement within fifteen (15) days of such meeting. The decision of the Board of Arbitration (or Arbitrator as the case may be) shall be based on the relationship established by comparison with the rates for other classifications in the bargaining unit having regard to the requirements of such classification. (b) When the Hospital makes a substantial change during the term of this agreement in the job content of an existing classification which in reality causes such classification to become a new classification, the Hospital agrees to meet with the Union, to permit the Union to make representation with respect to the appropriate rate of pay. (c) If the matter is not resolved following the meeting with the Union the matter may be referred to arbitration as provided in the Agreement within fifteen (15) days of such meeting. The decision of the Arbitrator shall be based on the relationship established by comparison with the rates for other classifications in the bargaining unit having regard to the requirements of such classifications. (d) The parties further agree that any change mutually agreed to or awarded as a result of arbitration shall be retroactive only to the date that the Union raised the issue with the Hospital.

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