NNSS TECHNICAL SUPPORT RESPONSE Sample Clauses

NNSS TECHNICAL SUPPORT RESPONSE. The corrective course of action to be taken by Nortel Networks shall be determined by the Case Severity Classifications, as defined below. 3.1.1 CASE SEVERITY CLASSIFICATION Nortel Networks shall measure the severity of Hardware or Software incidents according to the following TL9000 Customer Severity definitions for Critical, Major, and Minor Hardware/Software problem reports. If it is not clear which severity level applies, then the severity level assigned by Nortel Networks' customer (the Service Provider) shall be used. However, if a problem clearly belongs to a given severity level as defined below, then that severity level shall be used. Nortel Networks uses case priorities that correspond to the TL9000 Customer Severities as shown in the following table: 3.1.1.1 CRITICAL NORTEL NETWORKS CASE PRIORITY= E 1 In accordance with TL9000 Customer Severity, a Critical problem is a problem that severely affects service, capacity/traffic, billing, and maintenance capabilities. Critical problems require immediate corrective action, regardless of time of day or day of the week. Nortel Networks prioritizes Critical problems as E1. Following service restoration, a sub-case may be opened to conduct further root-cause analysis. Examples of Critical problems include: o A loss of service that is comparable to the total loss of effective functional capability of an entire switching or transport system. XXXXXX AND NORTEL NETWORKS CONFIDENTIAL AND PROPRIETARY INFORMATION PAGE 9 Support Services Statement of Work o A reduction in capacity or traffic handling capability such that expected loads cannot be handled. o Any loss of safety or emergency capability (for example, emergency calls such as 911 in North America). o Loss of the system's ability to perform automatic system reconfiguration. o Inability to restart a processor or the system. o Loss of protection switching capability. o Loss of billing capability. o Corruption of billing or system databases that requires service-affecting corrective actions. o Loss of access for maintenance or recovery operations. o Loss of the system's ability to provide any required system critical/major alarms. o Other problems that severely affect service, capacity/traffic, billing, and maintenance capabilities or are viewed as critical jointly by Nortel Networks and the Service Provider. 3.1.1.2 MAJOR SEVERITY NORTEL NETWORKS CASE PRIORITIES= E2, BUSINESS CRITICAL, MAJOR In accordance with TL9000 Customer Severity, Major problems are p...
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Related to NNSS TECHNICAL SUPPORT RESPONSE

  • 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.

  • 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").

  • Operational Support Systems (OSS The terms, conditions and rates for OSS are as set forth in Section 2.13 of this Attachment.

  • Operational Support Systems <<customer_name>> shall pay charges for Operational Support Systems (OSS) as set forth in this Agreement in Attachment 1 and/or in Attachments 2, 3 and 5, as applicable.

  • DEVELOPMENT OR ASSISTANCE IN DEVELOPMENT OF SPECIFICATIONS REQUIREMENTS/ STATEMENTS OF WORK

  • Operational Support 2.1 Party A agrees, according to the operational needs of Party B, to act as the guarantor of Party B in the contracts, agreements, or transactions entered into between Party B and third parties, in order to fully guarantee the performance by Party B of such contracts, agreements, and transactions. 2.2 Party A agrees, according to the operational needs Party B, to recommend directors and senior management to Party B and Party B agrees to appoint such personnel recommended by Party A to be its directors and senior management. The relevant personnel recommended by Party A pursuant to this Article shall meet the qualification requirements for directors and senior management under applicable laws. 2.3 To ensure the performance of this Agreement, Party A agrees to provide to Party B cooperative policy advice and guidance, which is consistent with the daily operation and financial management and the employment policy of Party B.

  • Additional Support Under this Agreement, there shall be: (check one)

  • PRODUCT SUPPORT Partners may provide support for Products and other value-added services, and Partner is responsible for the performance of any services it provides. If Customer purchases Microsoft Support Services through a Partner, Microsoft will be responsible for the performance of those services subject to the terms of this Agreement.

  • Project Implementation Manual The Recipient, through the PCU, shall: (i) take all action required to carry out Parts 1.1, 1.3, 1.4, 2, 3.1(b), 3.2, 3.3 and 4 (ii) of the Project in accordance with the provisions and requirements set forth or referred to in the Project Implementation Manual; (ii) submit recommendations to the Association for its consideration for changes and updates of the Project Implementation Manual as they may become necessary or advisable during Project implementation in order to achieve the objective of Parts 1.1, 1.3, 1.4, 2, 3.1(b), 3.2, 3.3 and 4(ii) of the Project; and (iii) not assign, amend, abrogate or waive the Project Implementation Manual or any of its provisions without the Association’s prior agreement. Notwithstanding the foregoing, if any of the provisions of the Project Implementation Manual is inconsistent with the provisions of this Agreement, the provisions of this Agreement shall prevail and govern.

  • Innovative Scheduling Schedules which are inconsistent with the Collective Agreement provisions may be developed in order to improve quality of working life, support continuity of resident care, ensure adequate staffing resources, and support cost-efficiency. The parties agree that such innovative schedules may be determined locally by the Home and the Union subject to the following principles: (a) Such schedules shall be established by mutual agreement of the Home and the Union; (b) These schedules may pertain to full-time and/or part-time employees; (c) The introduction of such schedules and trial periods, if any, shall be determined by the local parties. Such schedules may be discontinued by either party with notice as determined through local negotiations; (d) Upon written agreement of the Home and the Union, the parties may agree to amend collective agreement provisions to accommodate any innovative unit schedules; (e) It is understood and agreed that these arrangements are based on individual circumstances and each agreement is made on a without prejudice or precedent basis. (f) It is understood and agreed that these arrangements can be utilized for temporary job postings for seasonal coverage (e.g. weekend workers, etc.).

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