Response and Resolution Time Service Levels. Response and Resolution times will be measured from the time Supplier receives a Support Request until the respective times Supplier has (i) responded to, in the case of response time and (ii) Resolved such Support Request, in the case of Resolution time. “Resolve” (including “Resolved”, “Resolution” and correlative capitalized terms) means that, as to any Service Error, Supplier has provided the University the corresponding Service Error correction and the University has confirmed such correction and its acceptance thereof. Supplier will respond to and Resolve all Service Errors within the following times based on the severity of the Service Error: Support Request Classification Service Level Metric (Required Response Time) Service Level Metric (Required Resolution Time) Critical Service Error One (1) hour Three (3) hours High Service Error One (1) hour Four (4) hours Medium Service Error Three (3) hours Two (2) Business Days Low Service Error Three (3) hours Five (5) Business Days
Response and Resolution Time Service Levels. Response and Resolution times will be measured from the time Provider receives a Support Request until the respective times Provider has (i) responded to, in the case of response time and (ii) Resolved such Support Request, in the case of Resolution time. “Resolve” (including “Resolved”, “Resolution” and correlative capitalized terms) means that, as to any Service Error, Provider has provided Customer the corresponding Service Error correction and Customer has confirmed such correction and its acceptance thereof. Provider shall respond to and Resolve all Service Errors within the following times based on the severity of the Service Error: Support Request Classification Service Level Metric (Required Response Time) Service Level Metric (Required Resolution Time) Service Level Credits (For Failure to Respond to any Support Request Within the Corresponding Response Time) Service Level Credits (For Failure to Resolve any Support Request Within the Corresponding Required Resolution Time) Critical Service Error 10 minutes 1 hour 95% of the Fees for the month in which the initial Service Level Failure begins and 100% of such monthly Fees for each additional hour or portion thereof that the corresponding Service Error is not responded to within the required response time. 100% of the Fees for the month in which the initial Service Level Failure begins and 100% of such monthly Fees for the first additional hour or portion thereof that the corresponding Service Error remains un- Resolved, which amount shall thereafter double for each additional 1 hour increment. High Service Error 20 minutes 2 hours 80% of the Fees for the month in which the initial Service Level Failure begins and 85% of such monthly Fees for each additional hour or portion thereof that the corresponding Service Error is not responded to within the required response time. 85% of the Fees for the month in which the initial Service Level Failure begins and 85% of such monthly Fees for each additional hour or portion thereof that the corresponding Service Error remains un- Resolved. Medium Service Error 1 day 1 day 65% of the Fees for the month in which the initial Service Level Failure begins and 70% of such monthly Fees for each additional hour or portion thereof that the corresponding Service Error is not responded to within the required response time. 70% of the Fees for the month in which the initial Service Level Failure begins and 70% of such monthly Fees for each additional 1 day thereafter or...
