Incident Severity Levels Sample Clauses

Incident Severity Levels. During the term of this Contract, Contractor will provide the services necessary to remedy any Severity Xxxxx 0, Xxxxxxxx Xxxxx 0 or major impact Severity Level 3 incidents in the Solution and to acknowledge, evaluate and record any other incidents in the Solution. Fixes for Xxxxxxxx Xxxxx 0 and Severity Level 4 incidents will be prioritized after all Xxxxxxxx Xxxxx 0 and Severity Level 2 incidents are remedied. Support Services will commence promptly after the State has identified an incident with the Solution and has notified Contractor’s support desk of the incident. During the Support Term, the State will have access to a Contractor support desk twenty-four
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Incident Severity Levels. 5.1. Severity 1 A Severity 1 incident is characterized as an outage or failure of a critical capability or the failure of the Systems or Services that has adverse financial consequences on Mercury. This incident level is attained when at least one of the following problems occur within the Services. : • An outage or failure of a critical capability within Global Services includes, but is not limited to, any of the following examples: • Sponsor bank files are not delivered by mutually agreed upon cut off time. • Association files are not delivered by mutually agreed upon cut off times. • Inability to provide account creation for a new merchant for more than *****. • Inability of Mercury to use Global Systems (e.g. Oracle/MAS/iBalance Reporting) for more than ***** during operational period. ***** Information for which confidential treatment has been requested is omitted from this page and has been provided separately to the Securities and Exchange Commission. Mercury – Confidential & Proprietary
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Incident Severity Levels. If Mercury and Global do not agree on the severity level at time of incident, the higher severity level will determine the Response and Restore time defaults detailed in Table 2. After the service is restored, Mercury will, in good faith, consider all information provided by Global and make a final determination of the severity level. • Global will generate a single response for each trouble ticket that is received from Mercury to confirm receipt of the incident notice.
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Incident Severity Levels. There are three severity levels for incidents. Refer to section 7.c. below for service availability hours. Incident reports sent to the Help Desk outside of the regular hours are referred to as after-hours reports. Incident Category Meeting the Following Conditions ESD pdEnroller Help Desk Response CRITICAL  The web application does not respond to user requests  Data is corrupt  System security has been compromised The Help Desk shall acknowledge receipt of a Critical incident within one hour during regular hours and within twelve hours during after-hours support. HIGH  Productivity or work stoppage may occur or be significantly impaired but website is working  The incident may cause a security problem if not resolved quickly  Private information may be disclosed if the incident is not resolved quickly The Help Desk shall acknowledge receipt of a High incident within two hours during regular hours, but shall not respond to an after-hours, high incident report.
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Incident Severity Levels. Incident Severity Level Characteristics initial Response Window (measured from receipt by Ripple6 of notice regarding the Incident) Target Resolution Window (measured from expiration of the Initial Response Window)
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Incident Severity Levels. 2.1. Severity Level Definitions for the needs of determining Things Solver response time frames Incident Severity Level Description of consequences suffered by Software Solution users CRITICAL Critical impact on business An error in the application module results in the imminent threat to the key business or near-term business milestone that pose a financial risk to the Customer. There is no backup solution to a specific problem (i.e. the job cannot be done in any other way). HIGH High impact on business An error in the application module prevents a part of the Customer’s work from being performed on a process level, with a small financial and/or business risk. There is a backup solution with a workaround, or non-key processes are impacted with no workaround. LOW Minor impact on business An error in the application module has a non-key business impact with a workaround or no business impact. The error does not prevent the User from performing most of his tasks without interruption. There is a backup solution to overcoming a specific problem. An error in the application module carries minimal or no business/financial risk. An error in the application module is classified as an acceptable risk exposure at the process level, with minor operational corrections. In terms of support for the services specified in this Agreement, Things Solver will respond to Service Requests related to the Software submitted by the User within the following time frames: Severity level Time to first response Time to resolution CRITICAL 1 day 5 working days HIGH 2 days 7 working days LOW 5 days 10 working days The time defined in the table above is the Working Time of Things Solver, which means working hours and working days in accordance with the CET time zone and the laws of the Republic of Serbia. Travel time (if applicable) is not included in the periods listed in the table above.
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Related to Incident Severity Levels

  • 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.

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Requirement Except as otherwise provided in Section 6(e) of the Plan or Section 2 of this Agreement, this Option may be exercised only while you continue to provide Service to the Company or any Affiliate, and only if you have continuously provided such Service since the Grant Date of this Option.

  • Service Requirements Grantee shall:

  • Service Level Credits If Verint does not meet the Uptime Percentage levels specified below, Customer will be entitled, upon written request, to a service level credit (“Service Level Credit”) to be calculated, with respect to the applicable Hosted Environment, as follows: • If Uptime Percentage is at least 99.95% of the month’s minutes, no Service Level Credits are provided; or • If Uptime Percentage is 99.75% to 99.94% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is 99.50% to 99.74% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 7.5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is less than 99.50% of the month’s minutes, Customer will be eligible for a credit of 10.0% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint. Customer shall only be eligible to request Service Level Credits if Customer notifies Verint in writing within thirty (30) days from the end of the month for which Service Level Credits are due. All claims will be verified against Verint’s system records. In the event after such notification Verint determines that Service Level Credits are not due, or that different Service Level Credits are due, Verint shall notify Customer in writing on that finding. With respect to any Services Level credits due under Orders placed directly by Customer on Verint, Service Level Credits will be applied to the next invoice following Customer’s request and Verint’s confirmation of available credits; with respect to any Service Level Credits due for SaaS Services under Orders placed on Verint by a Verint authorized reseller on Customer’s behalf, Service Level Credits will be issued by such reseller following Customer’s request and Verint’s confirmation of available credits and such Services Level Credits may only be used by Customer with respect to subsequent purchases of Verint offerings through that reseller. Service Level Credits shall be Customer’s sole and exclusive remedy in the event of any failure to meet the Service Levels. Verint will only provide records of system availability in response to Customer’s good faith claims.

  • Interruption of Services Tenant agrees that Landlord shall not be liable in damages, by abatement of Rent or otherwise, for failure to furnish or delay in furnishing any service, or for any diminution in the quality or quantity thereof, when such failure or delay or diminution is occasioned, in whole or in part, by repairs, renewals, or improvements, by any strike, lockout or other labor trouble, by inability to secure electricity, gas, water, or other fuel at the Building after reasonable effort so to do, by any accident or casualty whatsoever, by act or default of Tenant or other parties, or by any other cause beyond Landlord’s reasonable control; and such failures or delays or diminution (any such event, a “Service Failure”) shall never be deemed to constitute an eviction or disturbance of Tenant’s use and possession of the Premises or relieve Tenant from paying Rent or performing any of its obligations under this Lease. Notwithstanding the foregoing, if the Premises, or a material portion of the Premises, is made untenantable (that is, Tenant cannot conduct its business in such portion) or inaccessible for a period in excess of five (5) consecutive business days as a result of the Service Failure that has been caused by Landlord’s act or omission with respect to matters within Landlord’s control (“Controlled Service Failure”), then Tenant, as its sole remedy, shall be entitled to receive an abatement of Rent payable hereunder during the period beginning on the sixth (61 ) consecutive business day of the Controlled Service Failure and ending on the day the service has been restored. If the entire Premises has not been rendered untenantable or inaccessible by such a Controlled Service Failure, the amount of abatement that Tenant is entitled to receive by reason of such a Controlled Service Failure shall be prorated based upon the percentage of the Premises rendered untenantable or inaccessible and not used by Tenant. Notwithstanding the foregoing, business days during which the Premises or a material portion thereof are untenantable or inaccessible, or during which all or nearly all the Premises are unusable, by reason of a Service Failure which arises from a fire or other casualty which is covered by the provisions of ARTICLE 13 shall in no event be considered in determining whether Tenant is entitled to an abatement of Rent under this Section 8.03 (in such event the provisions of Section 13.01 shall govern Tenant’s rights). In no event shall Landlord be liable to Tenant for any loss or damage, including the theft of Tenant’s property, arising out of or in connection with the failure of any security services, personnel or equipment.

  • KEY PERFORMANCE INDICATORS 10.1 The Supplier shall at all times during the Framework Period comply with the Key Performance Indicators and achieve the KPI Targets set out in Part B of Framework Schedule 2 (Goods and/or Services and Key Performance Indicators).

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