Reaction time. The reaction time covers the period during which the supplier must begin to analyze and remedy an incident from the time the incident report has been received. The reaction time depends on the priority assigned to an incident and shall be agreed in the contract. The parties shall jointly agree the assignment of the appropriate priority on the basis of the technical and economic needs of the customer.
Reaction time. Reaction time for the processing of disruptions is the time from acknowledgement of this disruption by TBS (by means of monitoring systems) or the reception of a report, complete and in due form, by the customer by means of the intended ways of communication up to the start of processing it by TBS. Reaction time is counted within the defined service times. Is the incident report made outside the service times, reaction time starts with the beginning of the service hours of the next workday. Is the incident report made within the service times, not yet spent reaction time at the end of the service times of that day will resume being used up at beginning of the service times of the next working day. Times in which TBS cannot provide its services due to reasons outside its responsibility and/or times in which TBS is waiting for the provision of the customers’ cooperation will not be considered when calculating the reaction time. Categorization of incidents and requests is made at first qualification by the ServiceDesk of TBS using the following pattern:
Reaction time. The Initial Response Time is the time that passes from the receipt of the message until the first qualified response. Initial Response Time is measured in the contractor ticket tool. SL indicator Reaction time Required Service level for remediation Ticket priority 1 60 Minutes 4 Business Hours Ticket priority 2 3 Business Hours 8 Business Hours Ticket priority 3 8 Business Hours 24 Business Hours Ticket priority 4 24 Business Hours 96 Business Hours If the European Schools changes the priority of a message, the service level “Initial Response Time” restarts from this point. The contractor can only maintain the agreed “Initial Response Time” service level parameters for tickets that have been submitted according to the relevant support concept.
Reaction time. The time in which Service Provider will inform Customer by e-mail or phone about the occurrence of a specific Incident;
Reaction time. Reaction time for the processing of disruptions is the time from acknowledgement of this disruption by TechniData (by means of monitoring systems) or the reception of a report, complete and in due form, by the customer by means of the intended ways of communication up to the start of processing it by TechniData. Reaction time is counted within the defined service times. Is the incident report made outside the service times, reaction time starts with begin of service hours of the next work day. Is it made within the service times, not yet spent reaction time at the end of the service day will resume being used up at beginning of the next service day. Times at that TechniData cannot provide its services due to reasons outside its responsibility and/or times in which TechniData is waiting for the completions of the customers‘ cooperation will not be considered when calculating the reaction time.
Reaction time. Where required, the reaction time for alarms shall be a maximum of 1 minute to dispatch a response officer and an arrival time of 5- 10 minutes at the sites where responded to.
Reaction time. 4.1 Requirements for reacting time K-14 After receipt of the Customer’s sufficient complaint, the Supplier must have commenced corrective action before the following deadlines: Fault disturbance Description Example Deadline for com- mencing corrective action A A Fault which is critical to the solution of the Customer’s tasks, and where no reasonable work around is possi- ble. […] […] B A Fault which is critical to the solution of the […] […] Customer’s tasks, but where a reasonable work around according to the Supplier’s direc- tions is possible.
Reaction time. The reaction time is the period between the receipt of the error notice from the customer and the beginning of the elimination of the error with a first status message to the noticing customer.
