Problem Reporting and Response Times for Support Sample Clauses

Problem Reporting and Response Times for Support. The Help Desk in accordance with Xalted’s Incident Response and Tracking Procedures will handle reported problems or incidents. These procedures include promptly advising Licensee of the priority and status of all problems reported. Priority will be based upon the severity of the problem as it affects the system, and response time to the incident will be determined by the defined priority as shown in the Table below. The Help Desk will make all reasonable efforts to have each call returned by a qualified technical engineer with the ability to discuss the details of the problem within the response time shown in the table. The Help Desk will also make all reasonable efforts to provide a workaround or resolution for the incidents reported within the response time shown. Nature of Problem Response Time Resolution Time Examples Priority 1: Service-Affecting Crisis Conditions: Situations in which the system is unable to do production work Less than 1 hour Within 24 hours - Critical function is not working properly without any alternative or workaround - Database corrupted - Serious performance problem - Critical interface problem Priority 2: Service-Affecting, Non-Crisis Conditions: A major function is unusable but the system is capable of operation. 1 hour 72 hours – 1 week - Critical function restricted with an alternative or workaround possible - Performance not up to the mxxx with no major hindrances - Interface causing restrictions Priority 3: Non- Service-Affecting: A feature or function may be at fault but it does not seriously affect operations or schedules. A Priority 1 or 2 problem for which a mutually acceptable Within 24 hours Next Maintenance Release: if not a bug, fixed within 30 days. - Problem with reports - Misleading/incorrect messages - Problem with documentation – e.g. user manual STRICTLY CONFIDENTIAL EIL/LYMT-09:0007 Nature of Problem Response Time Resolution Time Examples workaround or patch has been supplied will be reduced to a Priority 3 problem Priority 4: Information: Incidents or inquiries relating to procedural questions, routines, and basic maintenance operations. Within 7 days Within 15 days - Typographical error - Modification in screen layout required - Minor validation check to be added - Other cosmetic requirements Response time means acknowledgment by the Help Desk of the Licensee’s request. Resolution time means the time Xalted takes to develop the solution and make it available to Licensee for installation. Days mean calend...
AutoNDA by SimpleDocs

Related to Problem Reporting and Response Times for Support

  • Compliance Support Services Provide compliance policies and procedures related to services provided by BNY Mellon and, if mutually agreed, certain of the BNY Mellon Affiliates; summary procedures thereof; and periodic certification letters. · Such Compliance Support Services are administrative in nature and do not constitute, nor shall they be construed as constituting, legal advice or the provision of legal services for or on behalf of a Fund or any other person, and such services are subject to review and approval by the applicable Fund and by the Fund’s legal counsel. · Provide access to Fund records so as to permit the Fund or TRP to test the performance of BNY Mellon in providing the services under this Agreement. · Such Compliance Support Services performed by BNY Mellon under this Agreement shall be at the request and direction of the Fund and/or its chief compliance officer (the “Fund’s CCO”), as applicable. BNY Mellon disclaims liability to the Fund, and the Fund is solely responsible, for the selection, qualifications and performance of the Fund’s CCO and the adequacy and effectiveness of the Fund’s compliance program.

  • REPORTING RESPONSIBILITY Any reporting responsibility of the Acquired Fund is and shall remain the responsibility of the Acquired Fund.

  • Customer Responsibilities (a) The Customer agrees to (i) promptly notify the Bank of any change that the Customer wishes to make to Exhibit B, (ii) promptly notify the Bank if any information contained in the Customer Information Sheet becomes inaccurate or untrue and (iii) indemnify the Bank for any losses resulting from the Customer's failure to adhere to the provisions of Subsection (a) of this Section 11.

  • Money Market Fund Compliance Testing and Reporting Services Subject to the authorization and direction of the Trust and, in each case where appropriate, the review and comment by the Trust’s independent accountants and legal counsel, and in accordance with procedures that may be established from time to time between the Trust and the Administrator, the Administrator will:

  • 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 institutions to obtain, verify, and record information that identifies each person who opens an Account. When the Company opens an Account the Bank will ask for the depositor's name, address and other information that will allow the Bank to identify the depositor. The Bank may also ask to see other documents that substantiate the depositor's identity.

  • Compliance Services (a) If Schedule I contains a requirement for the BNY to provide the Fund with compliance services, such services shall be provided pursuant to the terms of this Section 6 (the “Compliance Services”). The precise compliance review and testing services to be provided shall be as mutually agreed between the BNY and each Fund, and the results of the BNY’s Compliance Services shall be detailed in a compliance summary report (the “Compliance Summary Report”) prepared on a periodic basis as mutually agreed. Each Compliance Summary Report shall be subject to review and approval by the Fund. The BNY shall have no responsibility or obligation to provide Compliance Services other that those services specifically listed in Schedule I.

  • Quality Service Standards/NAV Errors Price Associates and the Fund may, from time to time, agree to certain quality service standards, with respect to the Services hereunder. In the event Price Associates is the party responsible for causing an error in the computation of the net asset value for a Fund or share class of a Fund (“NAV Error”), the actions that are required to be taken as to such NAV Error shall be made in accordance with the Fund’s Net Asset Value Error Correction Policy and Procedures (“NAV Error Policy”) attached hereto as Schedule II.

  • Support Services Other than the assistance provided in the Information, the BNPP Entities do not offer any support services in connection with the Software.

  • Payments for Distribution Assistance and Administrative Support Services (a) Payments to the Distributor. In consideration of the payments made by the Fund to the Distributor under this Plan, the Distributor shall provide administrative support services and distribution services to the Fund. Such services include distribution assistance and administrative support services rendered in connection with Shares (1) sold in purchase transactions, (2) issued in exchange for shares of another investment company for which the Distributor serves as distributor or sub-distributor, or (3) issued pursuant to a plan of reorganization to which the Fund is a party. If the Board believes that the Distributor may not be rendering appropriate distribution assistance or administrative support services in connection with the sale of Shares, then the Distributor, at the request of the Board, shall provide the Board with a written report or other information to verify that the Distributor is providing appropriate services in this regard. For such services, the Fund will make the following payments to the Distributor:

  • Filing Responsibility PARTICIPANT ACKNOWLEDGES THAT IT IS PARTICIPANT’S SOLE RESPONSIBILITY, AND NOT THE CORPORATION’S, TO FILE A TIMELY ELECTION UNDER CODE SECTION 83(b), EVEN IF PARTICIPANT REQUESTS THE CORPORATION OR ITS REPRESENTATIVES TO MAKE THIS FILING ON HIS OR HER BEHALF.

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