Response and Resolution Targets Sample Clauses

Response and Resolution Targets. Sensus Technical Support will make every reasonable effort to meet the following response and resolution targets: 3 1 Business Day 30 business days • Answer to question is provided. • Satisfactory workaround is provided. • Fix or workaround incorporated into SalesForce Knowledge Base. • Fix incorporated into future release.
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Response and Resolution Targets. Sensus Technical Support will make every reasonable effort to meet the following response and resolution targets: Severity Standard Target Response Standard Target Resolution Resolution (one or more of the following) 1 30 Minutes Immediately assign trained and qualified Services Staff to correct the error on an expedited basis. Provide ongoing communication on the status of a correction. • Satisfactory workaround is provided. • Program patch is provided. • Fix incorporated into future release. • Fix or workaround incorporated into the Support Knowledge Base. 2 4 hours Assign trained and qualified Services Staff to correct the error. Provide communication as updates occur. • Satisfactory workaround is provided. • Program patch is provided. • Fix incorporated into future release. • Fix or workaround incorporated into the Support Knowledge Base. 3 1 Business Day 90 business days • Answer to question is provided. • Satisfactory workaround is provided. • Fix or workaround incorporated into the Support Knowledge Base. • Fix incorporated into future release. 4 2 Business Days 12 months • Answer to question is provided. • Fix or workaround incorporated into the Support Knowledge Base.
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Response and Resolution Targets. Service Level Targets are broken into two sections: Response and Resolution. The Customer shall receive an acknowledgement (by email, SMS or voice) within 15 minutes of logging an incident by telephone. The response shall indicate the priority (as defined in the table below) and the estimated time for a resolution based on the resolution targets. Level of Priority System Status Critical (Priority 1) denotes system is down; business is critically affected; all or majority of users affected. High (Priority 2) denotes system is impaired; business is adversely affected but is operational; large proportion of users affected Medium (Priority 3) denotes the system is operating but that a small proportion of users (e.g. 4-5 users) are unable to access non-critical systems Low (Priority 4) denotes system is operating but with a minor functionality loss Resolution time is the time taken from the first report to the Service Centre until the incident has been closed. If service restoration has been achieved, the Service Centre shall confirm this with the Customer. If after 3 failed attempts to confirm this, the incident shall be closed. Should the Customer later inform Service Centre that the solution has not been effective (within 7 days) then the relevant incident case number shall be re-opened. Some types of call raised with the Service Centre will be categorised as first time fix, meaning the aim is to resolve the call on first contact. If this cannot be achieved the service resolution targets are defined in the table below: Incidents met within agreed timescale Critical priority incidents resolved within 1 working day 85% High priority incidents resolved within 2 working days 80% Medium priority incidents resolved within 5 working days 80% Low priority incidents resolved within 7 working days 80% A set of default service targets have been defined for the ICT4Leeds Service. Targets are measured during the working day. There are no target offerings outside of these hours. The ICT4Leeds Service will be available except for: i. planned downtime for maintenance ii. power failures or other external factors that are beyond the control of Leeds City Council’s Digital & Information Service iii. force majeure events including but not limited to Acts of God, labour strikes, sabotage, natural disaster and national emergency. The DIS Service Centre works towards the following Key Performance Indicators: First time fix rate (incidents) – percentage of calls resolved by an oper...
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Response and Resolution Targets. Severity Level
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Response and Resolution Targets. AgileAssets’ response and resolution targets are set forth in the table which follows. However, resolution times will vary depending on the complexity of the issue, the customer environment, and other factors. Specifically with respect to those Severity 1 Defects which completely prevent the Software from operating or have a direct security impact on the Software, AgileAssets agrees to use continuous and diligent efforts to provide a Defect Correction until the customer is back in production. Otherwise, all Target Time Frames which fall outside of AgileAssets’ normal business hours will be carried over to the next business day. Target Time Frames1 1 1 business day 24 hours4 8 hours 2 2 business days 120 hours5 40 hours 3 5 business days N/A6 None
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Response and Resolution Targets. (a) We will use reasonable efforts to respond and resolve Incidents and Service Requests during Business Hours as follows: (i) Incidents and Service Requests that are categorised as Severe: i. Response within 1 hour; ii. Resolution within 6 hours; iii. Monthly target 99%. (ii) Incidents and Service Requests that are categorised as Major: i. Response within 2 hour; ii. Resolution within 8 hours; iii. Monthly target 99%. (iii) Incidents and Service Requests that are categorised as Minor: i. Response within 2 hour; ii. Resolution within 2 Business Days; iii. Monthly target 97%. (iv) Incidents and Service Requests that are categorised as Low: i. Response within 2 Business Days; ii. Resolution within 5 Business Days; iii. Monthly target 95%.
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Response and Resolution Targets. Service Definition Response Scheduled Routine maintenance and software updates. These should be requested by email or by phone. Response within 2 business days. Resolution within 5 business days. Expedited Problems for which solutions exist. These can be requested by email or phone. Response within 8 business hours. Resolution within 2 business days if resolvable by LICENSOR. Emergency Outages involving critical software or hardware. These can be requested by email or phone. Response within 2 business hours. Resolution within 4 business hours if resolvable by LICENSOR.
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Related to Response and Resolution Targets

  • TCP DNS resolution RTT Refers to the RTT of the sequence of packets from the start of the TCP connection to its end, including the reception of the DNS response for only one DNS query. If the RTT is 5 times greater than the time specified in the relevant SLR, the RTT will be considered undefined.

  • UDP DNS resolution RTT Refers to the RTT of the sequence of two packets, the UDP DNS query and the corresponding UDP DNS response. If the RTT is 5 times greater than the time specified in the relevant SLR, the RTT will be considered undefined.

  • DNS resolution RTT Refers to either “UDP DNS resolution RTT” or “TCP DNS resolution RTT”.

  • Problem Resolution The parties shall meet and attempt to resolve all disputes and differences that may arise between the parties hereto concerning construction, interpretation, performance, operations, or breach of the matters referred to in this Agreement prior to seeking any legal remedy.

  • ERROR RESOLUTION NOTICE In Case of Errors or Questions About Your Electronic Transfers, Call or Write us at the telephone number or address listed in this disclosure, as soon as you can, if you think your statement or receipt is wrong or if you need more information about a transfer listed on the statement or receipt. We must hear from you no later than 60 days after we sent the FIRST statement on which the problem or error appeared.

  • COMPLAINTS HANDLING AND RESOLUTION 44.1 The Supplier shall notify the Authority of any Complaints made by Other Contracting Bodies, which are not resolved by operation of the Supplier's usual complaints handling procedure within five (5) Working Days of becoming aware of that Complaint and such notice shall contain full details of the Supplier's plans to resolve such Complaint. 44.2 Without prejudice to any rights and remedies that a complainant may have at Law, including under this Framework Agreement or a Call-Off Contract, and without prejudice to any obligation of the Supplier to take remedial action under the provisions of this Framework Agreement or a Call-Off Contract, the Supplier shall use its best endeavours to resolve the Complaint within ten (10) Working Days and in so doing, shall deal with the Complaint fully, expeditiously and fairly. 44.3 Within two (2) Working Days of a request by the Authority, the Supplier shall provide full details of a Complaint to the Authority, including details of steps taken to achieve its resolution.

  • DNSSEC proper resolution There is a valid DNSSEC chain of trust from the root trust anchor to a particular domain name, e.g., a TLD, a domain name registered under a TLD, etc.

  • Informal Resolution Outcomes a. When a complainant approaches an administrative officer and alleges harassment by another BCTF member, the following shall apply: i. All discussions shall be solely an attempt to mediate the complaint; ii. Any and all discussions shall be completely off the record and will not form part of any record; iii. Only the complainant, respondent, and administrative officer shall be present at such meetings iv. No discipline of any kind would be imposed on the respondent; and v. The BCTF and its locals, based on the foregoing, will not invoke the notice of investigation and other discipline provisions of the collective agreement at meetings pursuant to Article E.2.5.a. b. Should a resolution be reached between the complainant and the respondent at Step One under the circumstances of Article E.2.5.a, it shall be written up and signed by both. Only the complainant and the respondent shall have copies of the resolution and they shall be used only for the purpose of establishing that a resolution was reached. No other copies of the resolution shall be made. c. In the circumstances where a respondent has acknowledged responsibility pursuant to Article E.

  • Recognition of U.S. Special Resolution Regimes (a) In the event a Covered Party becomes subject to a proceeding under a U.S. Special Resolution Regime, the transfer of this Agreement (and any interest and obligation in or under, and any property securing, this Agreement) from such Covered Party will be effective to the same extent as the transfer would be effective under the U.S. Special Resolution Regime if this Agreement (and any interest and obligation in or under, and any property securing, this Agreement) were governed by the laws of the United States of America or a State of the United States of America. (b) In the event that a Covered Party or any BHC Affiliate of such Covered Party becomes subject to a proceeding under a U.S. Special Resolution Regime, any Default Right under this Agreement that may be exercised against such Covered Party is permitted to be exercised to no greater extent than such Default Right could be exercised under the U.S. Special Resolution Regime if this Agreement were governed by the laws of the United States of America or a State of the United States of America.

  • Certified Resolutions A certified copy of the resolutions of the Board of Directors of Buyer authorizing and approving this Agreement and the consummation of the transactions contemplated by this Agreement.

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