Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For critical impact level and above, CentralSquare provides a continuous resolution effort until the issue is resolved.
Incident Resolution. 9.1. The Parties shall put in place procedures to work together constructively in the event of any problem arising with the functionality or use of the Organisation Portal, a security incident or an incident which adversely affects the quality or accuracy of the Achievement Data and such procedures shall be governed by the Customer Scrutiny Group and contained within the Service Charter or, in the case of security, as described in the Security Policy.
9.2. The ESFA shall take appropriate remedial action as a result of an incident to restore the Organisation Portal in accordance with the service levels described in the Service Charter.
Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For critical impact level and above, Superion provides a continuous resolution effort until the issue is resolved.
Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For critical impact level and above, CentralSquare provides a continuous resolution effort until the issue is resolved. CentralSquare will make commercially reasonable efforts to resolve Software incidents for live remote based production systems using the following guidelines: Priority Resolution Process Resolution Time
Priority 1 Urgent CentralSquare will provide a procedural or configuration workaround or a code correction that allows the Customer to resume live operations on the production system. CentralSquare will work continuously (including after hours) to provide the Customer with a solution that allows the Customer to resume live operations on the production system. CentralSquare will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 24 hours after notification.
Priority 2 Critical CentralSquare will provide a procedural or configuration workaround or a code correction that allows the Customer to resume normal operations on the production system. CentralSquare will work to provide the Customer with a solution that allows the Customer to resume normal operations on the production system which may include a fix on the system prior to the next panned commercial release of the applicable CentralSquare product software.
Priority 3 Non - Critical CentralSquare will provide a procedural or configuration workaround that allows the Customer to resolve the problem. CentralSquare will work to provide the Customer with a resolution reasonably appropriate to the nature of the case which may include a workaround or code correction in a future release of the software. Priority 3 issues have priority scheduling in a subsequent release.
Priority 4 Minor If CentralSquare determines that a reported Minor Priority error requires a code correction, such issues will be addressed in a subsequent release when applicable. CentralSquare will work to provide the Customer with a resolution which may include a workaround or code correction in a future release of the software. Priority 4 issues have no guaranteed resolution time.
Incident Resolution. Incidents can be closed when the agreed service has been restored. In some cases, the cause of Incidents may be apparent and that cause can be addressed without the need for further investigation, resulting in a repair or a work-around to remove the error. In some cases the Incident can be dealt with quickly e.g. by rebooting a system or resetting a communications line, without directly addressing the underlying cause of the Incident. Response and resolution in this case therefore includes relief from the problem, which includes a work-around in order to enable the particular system to continue to operate. Where the underlying cause of the Incidents is not identifiable and investigation is warranted, Planet Payment will raise a Problem record. A Problem is in effect, indicative of an unknown error within Planet Payment infrastructure. Resolution times will be included in the SLA monthly and quarterly report. The resolution times set forth in Appendix 2 shall be satisfied by application of appropriate relief which allows the affected system to continue to operate without significant loss of functionality. The figure reported will be the “Average Elapsed Time” to achieve Incident resolution or circumvention, broken down by priority. An ageing analysis of all Incidents will also be reported by Priority.
Incident Resolution. The Help Desk shall work diligently to resolve all Critical and High incidents. Due to the complexity of certain incidents, a formal guarantee of resolution cannot be provided. The Help Desk shall work extended hours in order to resolve a Critical incident. Any extended work hours required to resolve a Critical incident may also require District staff to remain available and participate in the resolution of the incident.
Incident Resolution. An Incident is deemed resolved when the remedy ticket is closed by FormFox following confirmation that Provider has resumed normal and prior business operations. • FormFox shall identify, track and report Incidents and trends to Provider and will take corrective measures to correct FormFox-related causes of the Incidents as well as make remediation recommendations to Provider, as appropriate, to prevent reoccurring Incidents. • Concurrent incidents of similar severity levels will be prioritized by Provider, based upon impact.
Incident Resolution o Troubleshooting and problem solving in the UNIX environment regarding events concerning hardware (e.g. workstations, peripherals, etc.), software and network.
Incident Resolution. 3.1 In the event that the Customer needs to raise an issue to the Supplier than it should do so by contacting the Supplier’s support desk via the Supplier’s contact details, which shall be provided to the GP Practices and the Customer.
3.2 The Suppliers Support desk shall be contactable during Normal Business Hours.
3.3 The Supplier’s Support desk shall use its commercially reasonable endeavours to remedy any issues reported in accordance with the Target Resolution Times detailed at section 4 below.
Incident Resolution. 3.2.1 Incident Resolution Times are determined by Service Maintenance Levels. The standard Service Maintenance Levels are set out in the following table: Service Maintenance Level Agreed Service Time Maximum Incident Resolution Time (within Agreed Service Time) Level 1 Monday – Friday (excluding Bank Holidays) 08:00-18:00 End of next working day + 1 day Schedule 3: Service Levels and Service Credits Telephony Services Level 2 Monday – Saturday (excluding Bank Holidays) 08:00-18:00 End of next working day Level 3 Monday – Friday (including Bank Holidays) 07:00-21:00 Saturday & Sunday (including Bank Holidays) 08:00-18:00 Incident reported by 13:00, Resolved same day; reported after 13:00, Resolved by 13:00 next working day Level 4 Monday – Sunday (including Bank Holidays) 00:00-23:59 6 hours
3.2.2 Unless otherwise specified in the Order Form, Service Maintenance Level 2 shall apply to all Services.
