PROBLEM PRIORITY DEFINITIONS Sample Clauses

PROBLEM PRIORITY DEFINITIONS. Four classifications of requests for ---- ---------------------------- information or assistance are defined. In order to classify a request, Newbridge technical support personnel will confirm with Vendor the impact of the problem to determine an appropriate classification. Where parties disagree on the classification of a particular problem, the Vendor and Newbridge primary technical contacts will undertake to discuss the problem with a view to reaching a mutually acceptable classification.
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PROBLEM PRIORITY DEFINITIONS. Priority 1 : An existing network is down or there is a critical impact to the End User’s business operation. Cisco, Integrator and End User will commit full-time resources to resolve the situation.
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PROBLEM PRIORITY DEFINITIONS. Priority 1: An existing network is down or there is a critical impact to Customer’s business operation. Cisco and Customer will commit full-time resources to resolve the situation. Priority 2: Operation of an existing network is severely degraded, or significant aspects of Customer’s business operation are being negatively impacted by unacceptable network performance. Cisco and Customer will commit full-time resources during Standard Business Hours to resolve the situation. Priority 3: Operational performance of the network is impaired while most business operations remain functional. Cisco and Customer are willing to commit resources during Standard Business Hours to restore service to satisfactory levels. Priority 4: Information is required on Cisco Software capabilities, installation, or configuration. There is clearly little or no impact to Customer’s business operation. Cisco and Customer are willing to provide resources during Standard Business Hours to provide information or assistance as requested. Cisco encourages Customer to reference this guide when Customer-initiated escalation is required. If Customer does not feel that adequate forward progress, or the quality of Cisco service is not satisfactory, Cisco encourages Customer to escalate the problem ownership to the appropriate level of Cisco management by asking for the TAC Duty Manager. CISCO ESCALATION GUIDELINE: Elapsed Time Priority 1 Priority 2 Priority 3 Priority 4 1 Hour Customer Engineering Manager 4 Hours Technical Support Director Customer Engineering Manager 24 Hours Vice President, Customer Advocacy Technical Support Director 48 Hours President/CEO Vice President, Customer Advocacy 72 Hours Customer Engineering Manager 96 Hours President/CEO Technical Support Director Customer Engineering Manager Note: Priority 1 problem escalation times are measured in calendar hours 24 hours per day, 7 days per week. Priority 2, 3, and 4 escalation times correspond with Standard Business Hours. The Cisco Manager to which the problem is escalated will take ownership of the problem and provide Customer with updates. Cisco recommends that Customer-initiated escalation begin at the Technical Manager level and proceed upward using the escalation guideline shown above for reference. This will allow those most closely associated with the support resources to correct any service problems quickly. ACCESSING TAC: North America/South America: +0-000-000-0000 (within the United States) +0-000-000-0000 Europe,...
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Related to PROBLEM PRIORITY DEFINITIONS

  • Key Definitions As used herein, the following terms shall have the following respective meanings:

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  • UCC Definitions Unless otherwise defined herein or the context otherwise requires, terms for which meanings are provided in the UCC are used in this Security Agreement, including its preamble and recitals, with such meanings.

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  • Tax Definitions The following terms, as used herein, have the following meanings:

  • Related Definitions For purposes of this Annex, the following terms, when capitalized, shall have the following meanings:

  • Specific Definitions The following terms used in this Agreement shall have the following meanings:

  • Revised Definitions For purposes of this Agreement, and notwithstanding anything in Paragraph 2 of the SIFMA Master to the contrary, the following terms shall have the following amended and restated meanings:

  • Deleted Definitions Subject to Section 2.01 hereof, the Indenture is hereby amended by deleting any definitions from the Indenture with respect to which references would be eliminated as a result of the amendment of the Indenture pursuant to Section 1.01 hereof.

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