Common use of Resolution Time Service Level Clause in Contracts

Resolution Time Service Level. Resolution time shall be measured from the time when Vendor receives the Support Request until the time Vendor has Resolved the Support Request. “Resolve” means that, as to Errors, Vendor has provided the State of Iowa the corresponding Error Correction and the State of Iowa has confirmed such Error Correction. Critical 100% (4) hours 5% of monthly fees for the initial service level failure and 0.5% of monthly fees for first additional one (1) hour increment that begins after the initial service level failure and doubling for each additional (1) hour [**Provide example using specific dollar amounts applicable to the contemplated transaction. See preceding example.**] High 100% (8) hours 2.5% of monthly fees for the initial service level failure and 0.25% of monthly fees for each additional one (1) hour increment that begins after the initial service level failure [**Provide example using specific dollar amounts applicable to the contemplated transaction. See preceding example.**] Medium 100% (2) days 1% of monthly fees for the initial service level failure and 0.1% of monthly fees for each additional one (1) day increment that begins after the initial service level failure [**Provide example using specific dollar amounts applicable to the contemplated transaction. See preceding example.**] Low 100% (5) days 0.5% of monthly fees for the initial service level failure and 0.05% of monthly fees for each additional one (1) day increment that begins after the initial service level failure [**Provide example using specific dollar amounts applicable to the contemplated transaction. See preceding example.**]

Resolution Time Service Level. Resolution time shall be measured from the time when Vendor receives the Support Request until the time Vendor has Resolved the Support Request. “Resolve” means that, as to Errors, Vendor has provided the State of Iowa the corresponding Error Correction and the State of Iowa has confirmed such Error Correction. Critical 100% (4) hours 5% of monthly fees for the initial service level failure and 0.5% of monthly fees for first additional one (1) hour increment that begins after the initial service level failure and doubling for each additional (1) hour [**Provide example using specific dollar amounts applicable to the contemplated transaction. See preceding example.**] High 100% (8) hours 2.5% of monthly fees for the initial service level failure and 0.25% of monthly fees for each additional one (1) hour increment that begins after the initial service level failure [**Provide example using specific dollar amounts applicable to the contemplated transaction. See preceding example.**] Medium 100% (2) days 1% of monthly fees for the initial service level failure and 0.1% of monthly fees for each additional one (1) day increment that begins after the initial service level failure [**Provide example using specific dollar amounts applicable to the contemplated transaction. See preceding example.**] Low 100% (5) days 0.5% of monthly fees for the initial service level failure and 0.05% of monthly fees for each additional one (1) day increment that begins after the initial service level failure [**Provide example using specific dollar amounts applicable to the contemplated transaction. See preceding example.**]failure