Initial Response Times for Technical Support Issues Sample Clauses

Initial Response Times for Technical Support Issues. TOTALCAE shall provide Responses for Incidents that have been properly reported through the Support Portal in accordance with the table below: Severity Level Description Initial Response Time for Standard SaaS Subscription 1 A severity one (1) issue is a catastrophic production problemwhich may severely impact Customer's production systems or that causes Customer's production systems to go down or 2 hours Severity Level Description Initial Response Time for Standard SaaS Subscription not function. There may be a loss of production data and no procedural work around exists.
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Initial Response Times for Technical Support Issues. XXXXXXXX.XX shall provide Responses for Incidents that have been properly reported through the Support Portal in accordance with the table below. Severity Level Description Initial Response Time Target Resolution Time 1 A severity one (1) issue is a catastrophic production problem which may severely impact Customer's production systems, or that causes Customer's production systems to go down or not function. There may be a loss of production data and no procedural work around exists. 2 hours 4 hours 2 A severity two (2) issue is an issue where Customer's production systems are functioning but does so in a severely reduced capacity. The situation causes a significant impact on portions of Customer's business operations and productivity. The systems are exposed to potential loss or interruption of service. 4 hours 8 hours 3 A severity three (3) issue is a medium-to-low impact problem which involves partial non-critical functionality loss. This issue impairs some 1 business day 2 business days Severity Level Description Initial Response Time Target Resolution Time operations but allows Customer to continue to function. This may be a minor issue with limited/no loss of functionality or impact to Customer’s operation, and there is an easy circumvention or avoidance by the end user. This includes errors in Documentation. 4 A severity four (4) issue is for a general usage question or recommendation for a future product enhancement or modification. There is no impact on the quality, performance or functionality of the product. 5 business days 5 business days, future release, or per agreed on timeframe.
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Initial Response Times for Technical Support Issues. MobileIron shall provide Responses for Incidents that have been properly reported through the Support Portal in accordance with the table below: Severity Level Description Initial Response Time for Standard SaaS Subscription and Direct Software Support (Premium Support) Initial Response Time for Enterprise Support 1 A severity one (1) issue is a catastrophic production problem which may severely impact Customer's production systems or that causes Customer's 1 hour 30 minutes Severity Level Description Initial Response Time for Standard SaaS Subscription and Direct Software Support (Premium Support) Initial Response Time for Enterprise Support production systems to go down or not function. There may be a loss of production data and no procedural work around exists.
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Initial Response Times for Technical Support Issues. MobileIron shall provide Responses for Incidents that have been properly reported through the Support Portal in accordance with the table below: Severity Level Description Initial Response Time for Direct Support Initial Response Time for Premium Plus Support 1 A severity one (1) issue is a catastrophic production problem which may severely impact Customer's production systems or that causes Customer's production systems to go down or not function. There may be a loss of production data and no procedural work around exists. 1 hour 30 minutes 2 A severity two (2) issue is an issue where Customer's production systems are functioning but does so in a severely reduced capacity. The situation causes significant impact to portions of Customer's business operations and productivity. The systems are exposed to potential loss or interruption of service, including disruption of Customer’s High Availability Configuration. 4 hours 2 hours 3 A severity three (3) issue is a medium-to-low impact problem which involves partial non-critical functionality loss. This issue impairs some 1 business day 1 business day Severity Level Description Initial Response Time for Direct Support Initial Response Time for Premium Plus Support operations but allows Customer to continue to function. This may be a minor issue with limited/no loss of functionality or impact to Customer’s operation and there is an easy circumvention or avoidance by the end user. This includes errors in Documentation.
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Initial Response Times for Technical Support Issues. Ehave shall provide Responses for Incidents that have been properly reported through the Support Portal in accordance with the table below. The Response times set forth below shall not apply to the Direct Support Case Pack:
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Related to Initial Response Times for Technical Support Issues

  • IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW ACCOUNT To help the government fight the funding of terrorism and money laundering activities, Federal law requires all financial organizations to obtain, verify, and record information that identifies each person who opens an account. What this means for you: When you open an account, you are required to provide your name, residential address, date of birth, and identification number. We may require other information that will allow us to identify you.

  • TECHNICAL SUPPORT SERVICES 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Technical Specifications The Technical Specifications furnished on the CD are intended to establish the standards for quality, performance and technical requirements for all labor, workmanship, material, methods and equipment necessary to complete the Work. When specifications and drawings are provided or referenced by the County, these are to be considered part of the Scope of Work, and to be specifically documented in the Detailed Scope of Work. For convenience, the County supplied specifications, if any, and the Technical Specifications furnished on the CD.

  • Customer Responsibilities Customer shall:

  • Information Systems Acquisition Development and Maintenance Security of System Files. To protect City Information Processing Systems and system files containing information, Service Provider will ensure that access to source code is restricted to authorized users whose specific job function necessitates such access.

  • Technical Support State Street will provide technical support to assist the Fund in using the System and the Data Access Services. The total amount of technical support provided by State Street shall not exceed 10 resource days per year. State Street shall provide such additional technical support as is expressly set forth in the fee schedule in effect from time to time between the parties (the “Fee Schedule”). Technical support, including during installation and testing, is subject to the fees and other terms set forth in the Fee Schedule.

  • Statement of Work The Contractor shall provide the services and staff, and otherwise do all things necessary for or incidental to the performance of work, as set forth below:

  • Development Responsibilities Unless the Parties agree in writing upon an alternate allocation of responsibility, the Parties shall have the following rights and obligations with respect to operational responsibilities under each Development Plan:

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