Levels of Service. The service levels offered by the Supplier to the Bank are described below. The Supplier’s goal must be to meet, and even exceed, when possible, the levels of services described below: 24/7 - The Supplier and/or Local Agent shall provide support 24 hours, seven days a week by phone and/or on-site intervention by operations and application specialists. - Support requests are taken 24 hours, seven days a week. - Telephone call back within one hour from receipt of the request by the Supplier and/or Local Agent. Guaranteed shipment of hardware replacements within one (1) business day of receiving the request for support. - Requests taken 24 hours, seven days a week. - The Supplier and/or Local Agent shall provide support during normal working hours in the Bank, by phone and/or on-site intervention. - Call back within one hour during normal working hours at the Supplier or Local agent. - Guaranteed shipment of hardware replacements within one (1) business day of receiving the request for support.
Appears in 4 contracts
Samples: Contract for Supply, Implementation, Training and Maintenance of an Integrated Health Information System, Contract for the Acquisition and Implementation of a Sector Benchmarking and Datamining System, Service Level Agreement (Sla)
Levels of Service. The service levels offered by the Supplier to the Bank are described below. The Supplier’s goal must be to meet, and even exceed, when possible, the levels of services described below: 24/7 - The Supplier and/or Local Agent shall provide support 24 hours, seven days a week by phone and/or on-site intervention by operations and application specialists. - Support requests are taken 24 hours, seven days a week. - Telephone call back within one hour from receipt of the request by the Supplier and/or Local Agent. Guaranteed shipment of hardware replacements within one (1) business day of receiving the request for support. - Requests taken 24 hours, seven days a week. - The Supplier and/or Local Agent shall provide support during normal working hours in the Bank, by phone and/or on-site intervention. - Call back within one hour during normal working hours at by the Supplier or Local agent. - Guaranteed shipment of hardware replacements within one (1) business day of receiving the request for support.
Appears in 1 contract
Samples: Service Level Agreement
