Incident Response Times Sample Clauses

Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System.
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Incident Response Times. An Incident is any disruption to the normal operation of a service. OIT will accept and resolve incidents as defined at xxxx://xxxx.xxxxx.xxx/itsm_process/incident/incident_process_guidelines.html. The standard OIT Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the OIT IT Service Management System.
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. Service Owner/ Mgr Xxx Xxxxxx 000-000-0000 Xxxxxxx@xxxxx.xxx Director Xxxx Xxxxx 000-000-0000 Xxxx.xxxxx@xxxxx.xxx The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels and may escalate an incident when it is in jeopardy of exceeding its SLA for response time or resolution time. The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost.  All costs paid through the standard University allocation model  Additional costs are assessed for this service Xxx Xxxxxx Service Owner Xxxx Xxxxxxx Business Relationship Manager Xxxx Xxxxx Director, Integration Xxxxx Xxxxxxx Deputy CIO Document Version: 1.1 Effective Date: 09/01/09 The availability target of this service is a measure based on SIR (Service Incident Request) Reports.
Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined at xxxx://xxxx.xxxxx.xxx/project_overview/incident/index.html. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. Service Owner/ Mgr Xxxxxxx Xxxxxxx O: 404.727.3308 M: 404.790.6748 0: M: xxxxxxx@xxxxx.xxx Director Xxxxxxx Xxxxx O: 404.778.5430 M: 404.275.2459 0: M: xxxxxx@xxxxx.xxx The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels and may escalate an incident when it is in jeopardy of exceeding its SLA for response time or resolution time. Begin Critical Priority? Yes 10 Minute response? No No Yes Yes 10 Minute response? Yes No No End 10 Minute response? Escalate to Service Director 2nd Page to On-Call Contact Page On-Call Contact The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost.
Incident Response Times. Category Response 1 MEDILOGIK shall start work to fix the Problem immediately upon receipt of the Call (Call Open Time). If necessary, work to rectify the Fault will continue beyond normal business hours when Call Close Time will be notified to the customer’s service desk via the supplier’s helpdesk system and by supporting email. 2 MEDILOGIK shall start work to fix the Problem immediately on receipt of the call (Call Open Time). If necessary, work to rectify the Fault will continue beyond normal business hours when Call Close Time will be advised as in Category 1 calls. 3 MEDILOGIK shall start work to fix the Problem within 4 hours of Call Open Time. Work to rectify the Fault will not continue beyond normal business hours. Call Closure will be notified to the System Administrator. 4 MEDILOGIK shall clarify the position to the user and EMS™ Site Administrator. To be provided within 24 hours of Call Open Time unless the Call was opened immediately prior to a non-working day, in which case the response will follow on the first business day thereafter. Call Closure will be agreed between the supplier EMS™ administrator and the supplier.
Incident Response Times. Digital MGA will respond to each reported incident and provide the following corrective services in accordance with the following priority: 1 One or more mission critical features of the System are unavailable or unusable, and the situation is considered an emergency, or the System as a whole is inoperable. A workaround is not immediately available. 1 Support Hour Digital MGA will use all reasonable efforts both during and outside of Support Hours to resolve the reported incident as expediently as possible.
Incident Response Times. 3.1. Incident levels:
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Incident Response Times. Threat Xxxxx will use commercially reasonable efforts to respond and resolve Severity Level incident with the Service in accordance with the target time periods below:
Incident Response Times. The supplier must acknowledge to the customer, receipt of all problems within thirty minutes of the call being assigned to the supplier. Problems will be prioritised according to the severity rating listed in the following table and must be resolved within the associated timescales. However, the frequency of communication between the supplier and the customer will be dependent upon individual circumstances. P1 Critical fault Whole service or critical part of system is unusable / unavailable causing major business impact. (e.g.: distributed server down, whole site unable to operate, potential to cause severe financial loss to the Customer) P2 Severe fault A major component failure affecting at least one user, and with potential to impact a significant number of users. May have some financial impact on the Customer P3 Routine fault Problem causing inconvenience to a user, not immediately critical. (e.g.: single user unable to send or receive emails) P4 Minor Fault/Request Non-urgent problems, or workaround available. User agrees low priority. Enquiries or requests for advice. Low business impact. (e.g.: requests for standard user access) Feedback performance can be rated and discussed at performance reviews if the customer requires. • When an incident is likely to transgress the agreed SLA. • An incident needs to be passed to another Team/Group or Supplier. • A decision is made that a site visit is required. • The support team has arrived on site. • The problem is resolved – in this case details of the fix should be logged. • Estimated fix time will not be met. Note, where a fault cannot be resolved within the agreed timescale, the customer should be informed of the problem and informed as to the proposed steps to be taken to provide a resolution. (In the event of a dispute, all parties will follow the escalation procedure as detailed in the associated Schedule(s)).

Related to Incident Response Times

  • Incident Response Operator shall have a written incident response plan that reflects best practices and is consistent with industry standards and federal and state law for responding to a data breach, breach of security, privacy incident or unauthorized acquisition or use of any portion of Data, including PII, and agrees to provide LEA, upon request, an executive summary of the written incident response plan.

  • Response Times Qubit bases its response times and the actions it takes to resolve problems on an assessment of the impact of the reported technical issue. The more serious the impact, the higher the assigned priority. For all support issues relating to Customer, Qubit will respond in accordance with Table 1: P1 1 hour 4 hours P2 1 hour 8 hours P3 4 hours 72 hours P4 1 business day Next or a later major release **The Priority Levels are defined in Section II(2) below.

  • Client Responsibility For clarity, the parties agree that in reviewing the documents referred to in clause (b) above, Patheon’s role will be limited to verifying the accuracy of the description of the work undertaken or to be undertaken by Patheon. Subject to the foregoing, Patheon will not assume any responsibility for the accuracy of any application for receipt of an approval by a Regulatory Authority. The Client is solely responsible for the preparation and filing of the application for approval by the Regulatory Authority and any relevant costs will be borne by the Client.

  • Response Time PROVIDING PARTY shall respond to and resolve any problems in connection with the Corporate Services for RECEIVING PARTY within a commercially reasonable period of time, using response and proposed resolution times consistent with its response and resolution of such problems for itself.

  • Client Responsibilities You are responsible for (a) assessing each participants’ suitability for the Training, (b) enrollment in the appropriate course(s) and (c) your participants’ attendance at scheduled courses.

  • Security Incident Response Upon becoming aware of a Security Incident, MailChimp shall notify Customer without undue delay and shall provide timely information relating to the Security Incident as it becomes known or as is reasonably requested by Customer.

  • Payment Responsibility The payment obligations of each Participating Manufacturer pursuant to this Agreement shall be the several responsibility only of that Participating Manufacturer. The payment obligations of a Participating Manufacturer shall not be the obligation or responsibility of any Affiliate of such Participating Manufacturer. The payment obligations of a Participating Manufacturer shall not be the obligation or responsibility of any other Participating Manufacturer. Provided, however, that no provision of this Agreement shall waive or excuse liability under any state or federal fraudulent conveyance or fraudulent transfer law. Any Participating Manufacturer whose Market Share (or Relative Market Share) in any given year equals zero shall have no payment obligations under this Agreement in the succeeding year.

  • Primary Frequency Response Developer shall ensure the primary frequency response capability of its Large Generating Facility by installing, maintaining, and operating a functioning governor or equivalent controls. The term “functioning governor or equivalent controls” as used herein shall mean the required hardware and/or software that provides frequency responsive real power control with the ability to sense changes in system frequency and autonomously adjust the Large Generating Facility’s real power output in accordance with the droop and deadband parameters and in the direction needed to correct frequency deviations. Developer is required to install a governor or equivalent controls with the capability of operating: (1) with a maximum 5 percent droop ± 0.036 Hz deadband; or (2) in accordance with the relevant droop, deadband, and timely and sustained response settings from an approved Applicable Reliability Standard providing for equivalent or more stringent parameters. The droop characteristic shall be: (1) based on the nameplate capacity of the Large Generating Facility, and shall be linear in the range of frequencies between 59 and 61 Hz that are outside of the deadband parameter; or (2) based on an approved Applicable Reliability Standard providing for an equivalent or more stringent parameter. The deadband parameter shall be: the range of frequencies above and below nominal (60 Hz) in which the governor or equivalent controls is not expected to adjust the Large Generating Facility’s real power output in response to frequency deviations. The deadband shall be implemented: (1) without a step to the droop curve, that is, once the frequency deviation exceeds the deadband parameter, the expected change in the Large Generating Facility’s real power output in response to frequency deviations shall start from zero and then increase (for under-frequency deviations) or decrease (for over-frequency deviations) linearly in proportion to the magnitude of the frequency deviation; or (2) in accordance with an approved Applicable Reliability Standard providing for an equivalent or more stringent parameter. Developer shall notify NYISO that the primary frequency response capability of the Large Generating Facility has been tested and confirmed during commissioning. Once Developer has synchronized the Large Generating Facility with the New York State Transmission System, Developer shall operate the Large Generating Facility consistent with the provisions specified in Articles 9.5.5.1 and 9.5.5.2 of this Agreement. The primary frequency response requirements contained herein shall apply to both synchronous and non-synchronous Large Generating Facilities.

  • Management Responsibility No Limited Partner, as such, shall take part in the management of the business or transact any business for the Partnership.

  • Optional Xactimate Response Attachment (Part 2)

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