Response and Resolution Service Levels Sample Clauses

Response and Resolution Service Levels. The Supplier 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 Supplier or as soon as the Supplier becomes aware of a Fault and end when the Supplier have Resolved the Fault. An issue is considered Resolved if it no longer meets the Fault definitions.
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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
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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.
Sample 1
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.
Sample 1

Related to Response and Resolution Service Levels

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Statement of Work The Contractor shall provide the services and staff, and otherwise do all things necessary for or incidental to the performance of work, as set forth below:

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Technical Specifications The Technical Specifications furnished on the CD are intended to establish the standards for quality, performance and technical requirements for all labor, workmanship, material, methods and equipment necessary to complete the Work. When specifications and drawings are provided or referenced by the County, these are to be considered part of the Scope of Work, and to be specifically documented in the Detailed Scope of Work. For convenience, the County supplied specifications, if any, and the Technical Specifications furnished on the CD.

  • 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.

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