Response and Resolution Service Levels. The Provider shall Respond to Fault notifications or as soon as it becomes aware of a Fault within the Fault Response Time Service Levels and Resolve all Faults within the Resolution Time Service Levels applicable to the Priority Level of the Fault set out in the table below. The Resolution Time Service Level period shall commence when the Fault is reported to the Provider or as soon as the Provider becomes aware of a Fault and end when the Provider have Resolved the Fault. An issue is considered Resolved if it no longer meets the Fault definitions.
Response and Resolution Service Levels. The Provider shall Respond to Fault notifications or as soon as it becomes aware of a Fault within the Fault Response Time Service Levels and Resolve all Faults within the Resolution Time Service Levels applicable to the Priority Level of the Fault set out in the table below. The Resolution Time Service Level period shall commence when the Fault is reported to the Provider or as soon as the Provider becomes aware of a Fault and end when the Provider have Resolved the Fault. An issue is considered Resolved if it no longer meets the Fault definitions. Fault Response Time Service Levels Resolution Time Service Levels Priority 1 Fault minutes hours days minutes hours days Priority 2 Fault minutes hours days minutes hours days Priority 3 Fault minutes hours days minutes hours days
Response and Resolution Service Levels. Supplier shall: (i) Respond to Fault notifications within the Response Time Service Level; (ii) Resolve all Faults within the Resolution Time Service Level; and (iii) provide Game Distributor with updates by telephone and/or email as to the nature and status of its efforts to Resolve each Fault and the estimated time of Resolution for each Fault, in each case as applicable to the Priority Level of the Fault set out in the following table: Priority Response Time Service Level* Resolution Time Service Level** Updates Priority 1 Fault 15 minutes 2 hours No less than every 15 minutes from when Fault is Reported Priority 3 Fault 15 minutes Mutually agreed between the parties No less than every 48 hours from when Fault is Reported * Response Time Service Level period commences when the Fault is Reported to Supplier and ends when Supplier has Responded to the Fault. **Resolution Time Target Service Level period commences when the Fault is Reported to Supplier and ends when Supplier has Resolved the Fault.
Response and Resolution Service Levels. Type Measurement Penalty Severity 1 Resolution All Severity 1 problems are resolved in less than 2 hours. NA One or more Severity 1 problems are resolved in over 4 hours. 5% of monthly fees Severity 2 Resolution Less than 95% of Severity 2 problems are resolved in 8 hours. 5% of monthly fees Severity 3 Resolution Less than 95% of Severity 3 problems are resolved in 4 calendar days. 2% of monthly fees Severity 4 Resolution Less than 95% of Severity 4 problems are resolved in 20 calendar days. 2% of monthly fees Response/Estimate Less than 95% of Initial Response, Estimation Response, and Subsequent Response times are met. 2% of monthly fees End user satisfaction More than 95% of completed scores on problem resolution satisfaction survey have a rating of satisfied or very satisfied. NA Less than 80% of completed scores on problem resolution satisfaction survey have a rating of satisfied or very satisfied. 5% of monthly fees Maximum Problem Backlog There are always less than <maximum> unresolved problems. NA Maximum Problem Aging No problem is older than 60 days. NA End user satisfaction is the rating provided by end users after the problem they logged is resolved. Problem backlog is the maximum number of unresolved problems. Problem aging tracks unresolved problems that are older than 60 days.
