Priority Levels and Resolution Protocols Sample Clauses

Priority Levels and Resolution Protocols. Hearsay provides Success Services to address Customer inquiries and issues relating to the Service according to the following target response and resolutions times. Hearsay will use commercially reasonable efforts to meet or exceed the response and resolution times set forth below. However, due to the complexity of the problem or other circumstance beyond Hearsay’s reasonable control, these goals may not be met for any given reported problem. Hearsay reserves the right to add, amend, change or eliminate provisions of its Success Services depending on changes to the Services. If the Success Services are changed or modified in any way, Hearsay shall issue notice to Customer with a revised copy of the new Success Services in accordance with the Agreement. 2.1.1 Priority Level 1. Service is experiencing Downtime. (A) Response Objective - Following a confirmed Level 1 issue, reasonable efforts will be made for Hearsay to provide an initial response within the Response Objective set forth in the relevant Order Form. (B) For Level 1 issues, Hearsay targets eight (8) hour resolution time. 2.1.2 Priority Level 2. Service is usable but is severely limited due to error or performance issues; features critical to business operations are materially impacted. (A) Response Objective - Following a confirmed Level 2 issue, reasonable efforts will be made for Hearsay to provide an initial response within the Response Objective set forth in the relevant Order Form. (B) For Level 2 issues, Hearsay targets twenty-four (24) hour resolution time. 2.1.3 Priority Level 3. Service is available; features not critical to business operations are impacted. (A) Response Objective - Following a confirmed Level 3 issue, reasonable efforts will be made for Hearsay to provide an initial response within the Response Objective set forth in the relevant Order Form. (B) For Level 3 issues, Hearsay targets seventy-two (72) hour resolution time. 2.1.4 (Priority Level 4). Service is available; features not critical to business operations are impactedThe Service issue is minor to business operations, or is a general “how-to” question, or for resolved issues that remain open pending customer confirmation. (A) Response Objective - Following a confirmed Level 4 issue, reasonable efforts will be made for Hearsay to provide an initial response within the Response Objective set forth in the relevant Order Form. (B) For Level 4 issues, Hearsay targets: One (1) business week resolution time. Level 4 issues...
Sample 1
AutoNDA by SimpleDocs

Related to Priority Levels and Resolution Protocols

  • COMPLAINTS HANDLING AND RESOLUTION 44.1 The Supplier shall notify the Authority of any Complaints made by Other Contracting Bodies, which are not resolved by operation of the Supplier's usual complaints handling procedure within five (5) Working Days of becoming aware of that Complaint and such notice shall contain full details of the Supplier's plans to resolve such Complaint. 44.2 Without prejudice to any rights and remedies that a complainant may have at Law, including under this Framework Agreement or a Call-Off Contract, and without prejudice to any obligation of the Supplier to take remedial action under the provisions of this Framework Agreement or a Call-Off Contract, the Supplier shall use its best endeavours to resolve the Complaint within ten (10) Working Days and in so doing, shall deal with the Complaint fully, expeditiously and fairly. 44.3 Within two (2) Working Days of a request by the Authority, the Supplier shall provide full details of a Complaint to the Authority, including details of steps taken to achieve its resolution.

  • UDP DNS resolution RTT Refers to the RTT of the sequence of two packets, the UDP DNS query and the corresponding UDP DNS response. If the RTT is 5 times greater than the time specified in the relevant SLR, the RTT will be considered undefined.

  • TCP DNS resolution RTT Refers to the RTT of the sequence of packets from the start of the TCP connection to its end, including the reception of the DNS response for only one DNS query. If the RTT is 5 times greater than the time specified in the relevant SLR, the RTT will be considered undefined.

  • Proposed Policies and Procedures Regarding New Online Content and Functionality By October 31, 2017, the School will submit to OCR for its review and approval proposed policies and procedures (“the Plan for New Content”) to ensure that all new, newly-added, or modified online content and functionality will be accessible to people with disabilities as measured by conformance to the Benchmarks for Measuring Accessibility set forth above, except where doing so would impose a fundamental alteration or undue burden. a) When fundamental alteration or undue burden defenses apply, the Plan for New Content will require the School to provide equally effective alternative access. The Plan for New Content will require the School, in providing equally effective alternate access, to take any actions that do not result in a fundamental alteration or undue financial and administrative burdens, but nevertheless ensure that, to the maximum extent possible, individuals with disabilities receive the same benefits or services as their nondisabled peers. To provide equally effective alternate access, alternates are not required to produce the identical result or level of achievement for persons with and without disabilities, but must afford persons with disabilities equal opportunity to obtain the same result, to gain the same benefit, or to reach the same level of achievement, in the most integrated setting appropriate to the person’s needs. b) The Plan for New Content must include sufficient quality assurance procedures, backed by adequate personnel and financial resources, for full implementation. This provision also applies to the School’s online content and functionality developed by, maintained by, or offered through a third-party vendor or by using open sources. c) Within thirty (30) days of receiving OCR’s approval of the Plan for New Content, the School will officially adopt, and fully implement the amended policies and procedures.

  • Registry Performance Specifications Registry Performance Specifications for operation of the TLD will be as set forth in Specification 10 attached hereto (“Specification 10”). Registry Operator shall comply with such Performance Specifications and, for a period of at least one (1) year, shall keep technical and operational records sufficient to evidence compliance with such specifications for each calendar year during the Term.

  • DNS resolution RTT Refers to either “UDP DNS resolution RTT” or “TCP DNS resolution RTT”.

  • FORMAT AND CONTENT FOR REGISTRY OPERATOR MONTHLY REPORTING Registry Operator shall provide one set of monthly reports per gTLD, using the API described in draft-­‐xxxxxx-­‐icann-­‐registry-­‐interfaces, see Specification 2, Part A, Section 9, reference 5, with the following content. ICANN may request in the future that the reports be delivered by other means and using other formats. ICANN will use reasonable commercial efforts to preserve the confidentiality of the information reported until three (3) months after the end of the month to which the reports relate. Unless set forth in this Specification 3, any reference to a specific time refers to Coordinated Universal Time (UTC). Monthly reports shall consist of data that reflects the state of the registry at the end of the month (UTC).

  • Informal Resolution Outcomes a. When a complainant approaches an administrative officer and alleges harassment by another BCTF member, the following shall apply: i. All discussions shall be solely an attempt to mediate the complaint; ii. Any and all discussions shall be completely off the record and will not form part of any record; iii. Only the complainant, respondent, and administrative officer shall be present at such meetings iv. No discipline of any kind would be imposed on the respondent; and v. The BCTF and its locals, based on the foregoing, will not invoke the notice of investigation and other discipline provisions of the collective agreement at meetings pursuant to Article E.2.5.a. b. Should a resolution be reached between the complainant and the respondent at Step One under the circumstances of Article E.2.5.a, it shall be written up and signed by both. Only the complainant and the respondent shall have copies of the resolution and they shall be used only for the purpose of establishing that a resolution was reached. No other copies of the resolution shall be made. c. In the circumstances where a respondent has acknowledged responsibility pursuant to Article E.

  • Problem Resolution The parties shall meet and attempt to resolve all disputes and differences that may arise between the parties hereto concerning construction, interpretation, performance, operations, or breach of the matters referred to in this Agreement prior to seeking any legal remedy.

  • Protocol The attached Protocol shall be an integral part of this Agreement.

Draft better contracts in just 5 minutes Get the weekly Law Insider newsletter packed with expert videos, webinars, ebooks, and more!