Guaranteed Response Time Sample Clauses
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Guaranteed Response Time. 14.1 Other than response times in clause 14.2, any guaranteed response time we offer starts from the time you log a support request with us.
14.2 Where a guaranteed response time nominates that you should call us directly (for example for critical and high priority requests), the guaranteed response time starts from the time you talk to one of our support team and log the support request with them over the phone.
14.3 A guaranteed response time means we will have a suitably qualified technician respond to your request within the nominated response time to assess the problem and start working toward a resolution. It does not mean we will be able to fix the problem within the response time (some problems can take time depending on what has happened).
Guaranteed Response Time. The Service Level for Guaranteed Response Time applies only to Incidents other than Outages. Orange commits to a Service Level for Guaranteed Response Time of 4 Hours. If the actual Response Time exceeds the Guaranteed Response Time Service Level, then Customer will be entitled to receive a credit equal to 25% of Qualifying Charges for the Location where the Incident occurred; provided that the cumulative maximum amount of Service Level credit per Location that Customer is entitled to receive during each Year cannot exceed one hundred percent (100%) of the Qualifying Charges for the affected Location.
Guaranteed Response Time. The Company operates a Guaranteed Response Time model. In the event that the Company does not meet the response time defined in the Help Desk Service Level Description for a Priority 1 or Priority 2 case, then a service credit to the value 20% of the pro-rata support fee for the calendar month in which the case was recorded will be credited. This service credit is the sole and exclusive remedy for the breach of a Priority 1 or Priority 2 response time as defined in the Service Level Agreement.
Guaranteed Response Time. The “Guaranteed Response Time” indicates the time between the Incident report or the submission of a support request and the first response provided by Partoo. Partoo shall provide a Guaranteed Response Time as follows: • 24 hours for a Critical Event; • From 24 to 72 hours for any Non-Critical Event.
Guaranteed Response Time. (a) The guaranteed response time is related to the impact that the Support Services request has on Your business (the "Business Impact"). You shall indicate its estimated Business Impact when submitting a Support Services request or calling the Licensor helpdesk by phone.
(b) The Licensor reserves the right to reclassify the Business Impact at any time if it reasonably believes the classification is incorrect.
(c) The following table is a reference to the guaranteed response times that can be expected according to the Business Impact: Critical Highly visible incident – a process or tool has stopped working – more than 50% of customers or projects are affected. 2 Business Hours Major A process or tool has stopped working – a single customer or project is affected. 4 Business Hours Moderate Learning how to use a tool or feature that has a significant impact on your workflow. 8 Business Hours Limited Incident creating minor impairment of functionality / Product feedback. 12 Business Hours
Guaranteed Response Time. “Response time” refers to the time required for Ximbo to reply the enquiry from our clients from the time the message arrived Ximbo ticket system or voice mailbox. Office Hours: 4-Hour response time is guaranteed Non-Office Hours: 6-Hours response time is guaranteed