REPORTING OF SERVICE FAILURES. The Supplier shall report all failures to achieve Service Levels and any Critical Service Level Failure to the Customer in accordance with the processes agreed in paragraph 87.2 of Part B of this Call Off Schedule 6 above.
REPORTING OF SERVICE FAILURES. 13.1 The Authority shall report all Service Failures to the Help Desk.
13.2 The Contractor shall ensure that all Service Failures are logged immediately on receipt of notification, on the Service Failure Log. The Authority shall have verification rights in relation to the Service Failure Log.
13.3 Where the Help Desk receives more than one report of the Service Failure then all such reports shall be logged on the Service Failure Log (but for the avoidance of doubt, the first report shall be deemed to be the Service Failure Report).
13.4 The Contractor shall ensure that, as a minimum, the following details are recorded by the Contractor in the Service Failure Log in respect of each Service Failure:
13.4.1 a unique report number (report numbers shall be applied sequentially);
13.4.2 the date and time the report is received at the Help Desk;
13.4.3 the nature and location of the Service Failure;
13.4.4 the person/organisation making the report;
13.4.5 the level assigned to the Service Failure by the Authority (in accordance with paragraph 13.6 of this schedule;
13.4.6 the action intended to be taken or which has been taken to rectify the Service Failure;
13.4.7 details of any communication with the Authority's Representative in connection with the Service Failure;
13.4.8 notes/comments regarding any mitigating circumstances with regard to the Service Failure;
13.4.9 the Contractor's plans for remedying the Service Failure and/or for preventing the Service Failure from re-occurring including details where applicable of the estimated time within which such Service Failure will be remedied; and
13.4.10 the reasons for any inability of the Contractor to meet the Service Level so as to resolve the Service Failure.
13.5 Whenever requested by the Authority‟s Representative (acting reasonably), the Contractor shall, at intervals of no more than 2 hours, provide to the Authority‟s Representative an up-to-date status report with respect to each Service Failure.
13.6 The Authority shall determine the level which relates to each Service Failure as determined in Part A of this schedule. The Contractor shall be entitled to challenge the level which is allocated by the Authority. Any such challenge shall not affect the obligations of the Contractor to respond to the Service Failure in accordance with the level initially allocated by the Authority.
REPORTING OF SERVICE FAILURES. For all issues arising from the production environment, a single point of contact will be the Cellulant service desk. Customers shall use the following contacts to report all service disruptions. ● Telephone no. +000 000 000000 ● Support Portal: xxxxx://xxxxxxxxxxx.xxxxxxxxx.xx/support/home
5.1 Cellulant shall schedule monthly service review meetings on dates agreed with customer
5.2 Cellulant shall measure availability of Cellulant services as follows Uptime % =
5.3 Cellulant shall expend all commercially reasonable efforts to ensure that the Services are available at 99% in any particular month as calculated in 5.2 above but subject always to the provisions of clause 1.6 of this SLA.
REPORTING OF SERVICE FAILURES. 2.2.1 The Customer shall report all failures to achieve Service Levels and any Critical Service Failure to the Customer in accordance with the processes agreed in paragraph 1.2 above.
REPORTING OF SERVICE FAILURES. For all issues arising from production environment, a single point of contact will be the Cellulant service desk. Customer shall use the following contacts to report all service disruptions. ● Telephone no. +000 00 000 0000 ● Backup 1: +000 00 0000000 ● Backup 2: +000 000 000000
5.1 Cellulant shall schedule monthly service review meetings on dates agreed with customer
5.2 Cellulant shall measure availability of Cellulant services as follows Uptime % =
5.3 Cellulant shall expend all commercially reasonable efforts to ensure that the Services are available at 99% in any particular month as calculated in 5.2 above but subject always to the provisions of clause 1.6 of this SLA.
